Customer loyalty 2022
Making our customers' products and processes as economical, efficient and sustainable as possible, is one of our most important goals and a central aspect of our commitment to customer loyalty. By making targeted improvements to existing productions and applications in 2022, we succeeded in increasing the competitiveness and thus the economic success of our clientele in a variety of ways.
Hereafter, we present selected examples of how our gases and gases applications contributed to our customers' satisfaction in 2022, and thus to their loyalty to our company.
UN Goals Customer loyalty
Products and applications for industrial production
Products and applications for welding and cutting
Products and applications for food
Products and applications in the field of specialty gases
Satisfaction of our customers
Our customers’ satisfaction is a fundamental indicator of our success. That is why Messer continuously monitors the level of satisfaction and asks about individual needs. From the results, we derive improvements to our products, processes and services. In this way, we strengthen our customers’ performance - thus their satisfaction and loyalty.
Customer satisfaction surveys
We measure customer satisfaction through systematic surveys and integrate the results into our management processes. With the Net Promoter Score (NPS) we have introduced an additional indicator for customer satisfaction analyses.
In Europe we conducted customer satisfaction surveys across eight portfolios at six Messer companies in 2022, namely in France and Spain as well as in Germany, Switzerland, Hungary and Serbia. A total of 13,454 companies were contacted. Subsequently, 853 questionnaires were evaluated and the results summarized by region. The ratings were made on a scale from 1 for "very dissatisfied" to 10 for "very satisfied."
The Western European companies received an average rating of between 8.1 and 9.0, compared with 8.4 and 9.0 in the previous year. Despite this slight deterioration, the overall result remains at a high level.
The Central and Eastern European companies achieved an average rating of between 9.3 and 9.4. This result is also at a high level. Potential for improvement was identified and implemented for the individual countries to further increase customer satisfaction.
In 2022 the US bulk business conducted a customer satisfaction survey. This focused on customer satisfaction regarding Messer's products, services, safety and brand awareness. The survey results showed above average performance in overall satisfaction. The teams continue to focus on strengthening customer satisfaction and loyalty through speed, simplicity, consistency, relevance, transparency and personal contact.
Interaction with our customers
Our information offerings and the opportunities for collaboration with our clientele are diverse. Digital communication and information offerings as well as online meetings are playing an increasingly important role - as the following examples from 2022 also show.