Understanding customer needs is vital to Clariant’s sustainable growth. The company is constantly developing new and improved products and services to add value for its customers. To do so successfully we count on their input. This is why Clariant carries out a Customer Satisfaction Survey every two years.
In the latest edition, over 18,000 of our customer contacts from across all regions and business areas were invited to participate and were asked »What is precious to you?« and to provide feedback on our products, services and image.
Clariant’s overall performance in the eyes of its customers remained strong and stable compared to the previous survey in 2016. The Net Promoter Score, which serves as a strong indicator of customer loyalty, reduced by one point since the last survey but increased significantly in some business units.
Customers responding to the survey indicated that they were especially satisfied with the high quality of Clariant’s products as well as our technical services. Clariant was seen as a reliable business partner and solutions provider by 78% of its customers. In line with the previous survey, 73% of respondents indicated that Clariant operates in a customer-oriented way, reflecting the company’s continuing efforts to become more agile and customer-centric. The results indicated opportunities for Clariant to improve customer satisfaction further through additional improvements within its logistics operations and by continuing to focus on projects supporting innovation and advancements to its technical service offering.
Sustainability was newly introduced as a buying criterion in the 2018 survey and was confirmed as an important aspect for the operations and markets of our customers. Responsible sourcing and replacement of critical substances was rated of highest importance for customers in terms of sustainability.
The recent survey confirmed that our customers continue to expect even more from us to deliver solutions to address global trends and challenges. Our strong position as a reliable business partner and solutions provider and our continuing efforts to make products with outstanding sustainability advantages more visible via the EcoTain® label can serve as a platform to enhance our sustainable image.