Together with Brilliant, TransComponent, part of the Axel Johnson International group, has mapped what their customers really think. Through a customer relationship survey, they have gained valuable insights and inspiration for the future. The aim was to get a clear picture of how customers feel about working with TransComponent and what can be done even better going forward - the results show both strengths and important lessons for the future. In just four weeks, 34% of customers responded to the customer survey, which consisted of 10 well-chosen questions.
One clear insight from the survey is the importance of acting quickly on customer feedback. When some negative comments appeared, TransComponent's team immediately got in touch and clarified the situation. In some cases, there were misunderstandings that were quickly resolved. The direct feedback led to customers expressing an even greater appreciation for the dialog.
The survey also had a strategic importance. Ahead of a future merger between several companies, the results served as a "receipt" of what TransComponents' customers value. It became a concrete basis for internal discussions and provided reassurance that the company is on the right track.
Despite the limited time available to carry out the survey, TransComponent felt that the process worked very well. Contact with Brilliant was smooth and helpful, and the tool is described as both intuitive and user-friendly - from designing the survey to answering it. The ability to adjust dates, send reminders and target the mailing directly to those who have not yet responded made work more efficient. The clear layout was also appreciated, making the results easy to understand and present internally.
Jan Korkeamäki, Business Development Director, and Nina Wiklund, Sustainability and Quality Manager, have been running the customer surveys at TransComponent.
An important insight is that customer surveys risk getting lost in the noise. Since many companies, authorities and organizations send out surveys on a regular basis, there is a risk that the really important surveys do not get the attention they deserve.
It is therefore crucial to:
Despite these challenges, a strong response rate of 34% was achieved, demonstrating both engagement and trust with customers.
TransComponent now plans to be even more proactive in communicating the results and following up with its customers. This will ensure that responses lead to action - and that customers feel heard.