Understanding our customer’s needs is essential in our quest to continuously grow Clariant. As we are constantly developing new and improved products and services to add value to our customers, their input is vital to the success of our company. This is why Clariant carries out a Customer Satisfaction Survey every two years. In the latest edition over 14,000 of our customer contacts from across all regions and business areas were invited to participate and were asked »What is precious to you?« in order to receive their feedback on our products, services and image.
Clariant’s overall performance in the eyes of its customers increased compared to the previous survey. This was also highlighted by an improved Net Promoter Score, which serves as a strong indicator of customer loyalty.
Customers responding to the survey indicated that they were especially satisfied with the high quality of Clariant’s products as well as the technical services provided. Clariant was seen as a reliable business partner and solutions provider by 81% of its customers. Additionally, the efforts undertaken by the company to strengthen customer focus are paying off as 74% of respondents indicated that Clariant operates in a customer oriented way. Thanks to dedicated projects and enhanced cooperation with customers, Clariant also managed to significantly improve its performance in areas that were previously identified for improvement.
Going forward, the survey indicated that customer satisfaction can be taken to a next level if we continue to focus on improving our innovation capabilities. Also our technical services, while already at a high level, allow for additional customer satisfaction when enhanced further. Clariant will therefore sharpen its focus on projects that aim to deliver improvements in these areas.
Sustainability provides another element where Clariant has an opportunity to further satisfy its customers. While we managed to improve our image and footprint over the long-term, the recent survey showed that our customers expect even more from us. Our strong position as a reliable business partner and solutions provider and continuing our efforts to make products with outstanding sustainability advantages more visible via the EcoTain® label can serve as a platform to enhance our sustainable image.
Commenting on the results, Christian Kohlpaintner, member of the Clariant Executive Committee said: »In a nutshell our efforts to become more customer centric have started to pay off but we still have a long way to go. We must continue to deepen our relationships with customers and understand their needs today and tomorrow and enhance our ability to provide solutions to their business challenges.«
Corporate Sustainability Communications
Bianca Lunow Cannevel
Project Manager CCS, Clariant Excellence