Once again, the survey revealed a very high level of overall satisfaction at 87.9% – almost 2% higher than 2017 and a new record for the SIMONA Group. The recommendation rate also increased by almost two percentage points to 89.3%. One of the classic performance indicators in customer satisfaction analysis, the recommendation rate describes how likely it is that customers will recommend SIMONA to business contacts.

We were also particularly pleased to see increased levels of satisfaction relating to complaints handling and the SIMONA Academy training programme. In the 2017 survey, these two areas were among the disciplines with the greatest potential for improvement, and since then their rating has increased by up to 10%. This shows how the specific actions taken to improve these areas in the wake of the last survey have produced tangible results.

Further potential for improvement was identified in areas such as customer loyalty activities and customer information on new products and services. In future, we will be exploiting this potential through the new sales structure for the EMEA region with its strong focus on applications and customers.