{"id":3102,"date":"2020-09-12T17:00:23","date_gmt":"2020-09-12T15:00:23","guid":{"rendered":"https:\/\/together-webzine.haulotte.com\/css-2019-a-barometer-to-better-understand-our-customers-expectations\/"},"modified":"2021-01-12T16:37:15","modified_gmt":"2021-01-12T14:37:15","slug":"css-2019-a-barometer-to-better-understand-our-customers-expectations","status":"publish","type":"post","link":"https:\/\/dev.refonte.together-webzine.haulotte.com\/en\/archives-en-5\/css-2019-a-barometer-to-better-understand-our-customers-expectations\/","title":{"rendered":"CSS 2019: a barometer to better understand our customers&#8217; expectations"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3102\" class=\"elementor elementor-3102 elementor-788\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-7985725 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7985725\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_effect&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_direction&quot;:&quot;in-out&quot;,&quot;motion_fx_opacity_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:31,&quot;end&quot;:52}},&quot;motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;motion_fx_range&quot;:&quot;viewport&quot;,&quot;motion_fx_opacity_level&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]},&quot;motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:4,&quot;sizes&quot;:[]},&quot;motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:20,&quot;end&quot;:80}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7d4c1459\" data-id=\"7d4c1459\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-10b296c3 elementor-widget elementor-widget-theme-post-featured-image elementor-widget-image\" data-id=\"10b296c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-featured-image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"563\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg\" class=\"attachment-large size-large wp-image-5753\" alt=\"\" srcset=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1024x721.jpg 1024w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-300x211.jpg 300w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-768x541.jpg 768w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1536x1082.jpg 1536w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css-1320x930.jpg 1320w, https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/css.jpg 2024w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-3cb84a8f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3cb84a8f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-602a577b\" data-id=\"602a577b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-59e2b5ff elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"59e2b5ff\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-45250525\" data-id=\"45250525\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8449b59 elementor-widget elementor-widget-image\" data-id=\"8449b59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-fdeb96c\" data-id=\"fdeb96c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-700523f6 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"700523f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">CSS 2019: a barometer to better understand our customers&#8217; expectations<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dcc8247 elementor-widget elementor-widget-text-editor\" data-id=\"dcc8247\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong>In October 2019, we carried out the 4<sup>th<\/sup> customer satisfaction survey,<\/strong> which is a barometric study we perform every 3 years. This new edition highlighted areas for progress and plans of action to be taken to increase customer satisfaction.<\/h3>\n<p>We conducted this survey with a representative panel of our customers, either in terms of geographic distribution or turnover over the past 3 years, including our key customers within each subsidiary. <strong>All in all, we received the very good response rate of 45%. <\/strong>62% of respondents come from the Europe zone, 17% from the Asia-Pacific zone and 21% from the Americas zone, with a clear increase in the number of participants in the North America and the Asia zones.<\/p>\n<p><strong>Positive results<\/strong><\/p>\n<p>The survey shows that we have a <strong>strong momentum for progress<\/strong>. In fact, we obtained an <strong>overall satisfaction score of 7.85 out of 10 (vs 7.69 in 2016)<\/strong>, which has increased steadily since the first round carried out in 2010. <strong>There is a marked increase in the proportion of \u201cvery satisfied\u201d customers<\/strong>: +8.4 points compared to 2016, which is mainly explained by the conversion of customers said to be \u201csatisfied\u201d to \u201cvery satisfied\u201d. We have strengthened their loyalty with the quality of our products, teams and solutions.<\/p>\n<p><strong>However, this marked improvement should be put into perspective since our competitors have also progressed overall.<\/strong><\/p>\n<p>The survey focused on four topics:<\/p>\n<ul>\n<li><strong>Haulotte\u2019s image:<\/strong> it is most often associated with \u201ca manufacturer with whom we can work with confidence\/transparency, providing products\/services adapted to needs; manufacturer of quality machines\u201d.<\/li>\n<li><strong>The business relationship<\/strong>: The attention to\/understanding of needs, the frequency\/regularity of contact and the depth of the range of products offered are quite good.<\/li>\n<li><strong>Haulotte\u2019s products<\/strong>: Satisfaction is very high in terms of compliance with the order, the documents submitted and the quality of the machines received, but there are dissatisfactions in terms of delivery times and the advice or explanations provided during delivery. On the other hand, no less than 55% of customers think that both the quality of Haulotte machines and their reliability have improved in the last 3 years. A very clear improvement should be noted on the quality of the machines and their reliability: more than 55% of customers have emphasized this.<\/li>\n<li><strong>Technical support<\/strong>: during the survey, favorable economic conditions created strong pressure on the service: our customers\u2019 machines were constantly in operation and the demand on the service was greater. The technical expertise and the quality of information are deemed satisfactory, the area for improvement identified being, above all, the ease and speed of intervention.<br><br><\/li>\n<\/ul>\n<p>Based on these results, the priorities for action to improve customer satisfaction are essentially service-oriented:<\/p>\n<ul>\n<li>Technical assistance: improve the ease\/speed of access and technical expertise.<\/li>\n<li>Technical intervention: optimize the quality of technical interventions.<\/li>\n<li>Machine delivery: consolidate the advice and explanations provided when the machine is delivered, and adhere to delivery dates.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-170a2c9f elementor-widget elementor-widget-post-navigation\" data-id=\"170a2c9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-navigation.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-post-navigation\">\n\t\t\t<div class=\"elementor-post-navigation__prev elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"elementor-post-navigation__next elementor-post-navigation__link\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-1415ca0d\" data-id=\"1415ca0d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-34898f41 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"34898f41\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7d05cf50\" data-id=\"7d05cf50\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7faf2fca elementor-widget elementor-widget-image\" data-id=\"7faf2fca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1\" height=\"1\" src=\"https:\/\/dev.refonte.together-webzine.haulotte.com\/wp-content\/uploads\/2020\/06\/picto-orange.svg\" class=\"attachment-large size-large wp-image-1111\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-428e09d6\" data-id=\"428e09d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6d678ff3 elementor-widget elementor-widget-heading\" data-id=\"6d678ff3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Further reading<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<script>\n\t\t\t\t(function($) {\n                    \"use strict\";\n\n                    var target = $('.elementor-element-3cb84a8f');\n\n                    \n                    var EaelParallaxElement = {\n\n\t\t\t\t\t\tinit: function() {\n\t\t\t\t\t\t\telementorFrontend.hooks.addAction('frontend\/element_ready\/global', EaelParallaxElement.initWidget);\n\t\t\t\t\t\t},\n                        responsiveParallax: function(){\n                            var android = 1,\n                                ios = 1;\n                            switch( true || 1 ){\n                                case android && ios:\n                                    return \/iPad|iPhone|iPod|Android\/;\n                                    break;\n                                case android && ! ios:\n                                    return \/Android\/;\n                                    break;\n                                case ! android && ios:\n                                    return \/iPad|iPhone|iPod\/;\n                                    break;\n                                case ( ! android && ! ios ):\n                                    return null;\n                            }\n                        },\n\t\t\t\t\t\tinitWidget: function( $scope ) {\n\n\t\t\t\t\t\t\ttarget.jarallax({\n\t\t\t\t\t\t\t\ttype: 'scroll-opacity',\n\t\t\t\t\t\t\t\tspeed: 1.3,\n\t\t\t\t\t\t\t\tkeepImg: true,\n                                disableParallax: EaelParallaxElement.responsiveParallax(),\n\t\t\t\t\t\t\t});\n\t\t\t\t\t\t}\n\n\t\t\t\t\t};\n\n\t\t\t\t\t$( window ).on('elementor\/frontend\/init', EaelParallaxElement.init);\n\n                    \t\t\t\t}( jQuery ) );\n\t\t\t<\/script>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-286ccdf0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"286ccdf0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6437191c\" data-id=\"6437191c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In October 2019, we carried out the 4th customer satisfaction survey, which is a barometric study we perform every 3 years. This new edition highlighted areas for progress and plans of action to be taken to increase customer satisfaction.<\/p>\n","protected":false},"author":10,"featured_media":5753,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[281],"tags":[],"class_list":["post-3102","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-archives-en-5"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CSS 2019: a barometer to better understand our customers&#039; expectations - Together<\/title>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSS 2019: a barometer to better understand our customers&#039; expectations - Together\" \/>\n<meta property=\"og:description\" content=\"In October 2019, we carried out the 4th customer satisfaction survey, which is a barometric study we perform every 3 years. 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