Together with Brilliant, TransComponent, part of the Axel Johnson International group, has mapped out what their customers really think. Through a customer relationship survey, they gained valuable insights and inspiration for the future. The goal was to obtain a clear picture of how customers experience working with TransComponent and identify areas for improvement. The results highlighted both strengths and important lessons moving forward. In just four weeks, 34% of customers responded to the survey, which consisted of 10 carefully selected questions.
Quick feedback makes a difference
A key insight from the survey was the importance of acting quickly when customers provide feedback. When a few negative comments appeared, TransComponent’s team immediately reached out to clarify the situation. In some cases, misunderstandings were quickly resolved. This direct follow-up led customers to express even greater appreciation for the dialogue.
A confirmation ahead of a merger
The survey also had strategic significance. Ahead of an upcoming merger between several companies, the results served as a “confirmation” of what TransComponent’s customers value. It provided concrete input for internal discussions and reassured the company that it is on the right track.
A smooth process
Despite the limited timeframe for the survey, TransComponent found the process very effective. Communication with Brilliant was smooth and supportive, and the tool was described as both intuitive and user-friendly – from designing the survey to responding to it. The ability to adjust dates, send reminders, and target the survey to those who had not yet responded made the work more efficient. In addition, the clear layout made the results easy to understand and present internally.
Jan Korkeamäki, Business Development Director, and Nina Wiklund, Sustainability and Quality Manager, have led the customer surveys at TransComponent.
Lessons from the process
An important insight is that non-anonymous surveys risk getting lost among many requests for feedback. Since their purpose is to enable dialogue and provide direct follow-up to customers, it is key that they are given the attention they deserve.
Therefore, it is crucial to:
- Anchor the survey internally so everyone in the organization understands its purpose,
- Communicate to customers why their opinion matters, and
- Follow up with concrete actions so customers see that their feedback leads to improvements.
Despite these challenges, a strong response rate of 34% was achieved, demonstrating both engagement and trust from customers.
The way forward
TransComponent now plans to be even more proactive in communicating results and following up with their customers. This ensures that responses lead to action – and that customers feel heard.
Three tips for successful customer surveys
- Explain why the survey is important – this increases engagement and response rates.
- Provide quick feedback – show that you take customer input seriously.
- Demonstrate what happens with the results – follow up and communicate actions to strengthen trust.