Customer Satisfaction 2016‚
of Customers of Worthington Cylinders
Vienna, 5th of August 2016
Mag. Dr. Katja Meier-Pesti +43 1 9971930 11 [email protected]
Mag. Barbara Katacic +43 1 9971930 0 [email protected]
2
2
Worthington customers are very satisfied.
How do you evaluate Worthington in general?
SHP
CRYO
HEL, WT, RDI, LPG (AF)
Excellent
Total (1,88)
Very good
32
SHP (1,75)
CRYO (2,30)
HEL, WT, RDI, LPG (AF) (1,94)
Good
16
50
52
29
Bad
51
38
12
Average
11
33
53
11
1
3
12
6
Low case number!
values in percent, means are in brackets (lower values mean higher satisfaction), n=17-161
2Most
important indicator for Customer Loyalty is
the intent to entrust Worthington again
Relevance Ranking for Customer Loyalty Index
Would you entrust Worthington again with the delivery of pressure
vessels?
0,85**
Do you think you will still buy Worthington products in 2 years?
0,80**
How do you evaluate Worthington in general?
0,77**
Would you recommend Worthington to other companies or
clients?
0,73**
Customer
Loyalty
Index
Korrelation zwischen -1 bis +1, n=155-162, signifikant auf 1%-Niveau
3
4
Open Feedback - positive
Is there anything about Worthington you perceive as particularly positive?
product quality
customer service
communication
reliable
professional
satisfying time of delivery
good relationship with employees
fast reaction to queries
good image of Wthg (Austria)
customer focused
friendliness
innovative
availability of staff
flexibility
information
delivery
price
other
71
24
17
15
14
13
13
12
8
7
4
4
2
2
1
1
1
Ehrlichkeit,
loyalty
4
values in percent, multiple responses possible, n=85
5
Open Feedback - examples
Is there anything about Worthington you perceive as particularly positive?
Schnelle Reaktionszeiten gleich welcher Fragestellung
Qualität sehr hoch, in den Top3 Europa
Verlässliche Lieferangaben
Bonne relation commerciale et bon feed back sur les questions
bon accompagnement documentaire
Livraison dans les temps
Willingness to help customer and go extra mile
very professional sales team and we are very happy with the support
satisfied with customer service ordering platform
6
Open Feedback - examples
Is there anything at Worthington that has annoyed you before, or that you think could be improved?
Rückholung Gefäß klappte mehrmals nicht
für unsere Anforderungen ist die Qualität bereits höher als erforderlich, was sich
über den Preis negativ auswirkt
die ständigen Lieferverzögerungen sind nicht auszuhalten
être plus compétitifs pour les prix de ventes
Would like to have helium cylinders with for example: New years eve design, so that can
sell special edition in this time of year.
New orders can only be confirmed for the end of the month, which is odd. This is
especially something of the last 2 years.
Low impact values meaning we are required to additional thus incur additional costs.
7
Reliability of the supplier is the most relevant
criterion.
How relevant are the following criteria for your decision upon purchase of pressure vessels?
Highly relevant
Relevant
Not relevant
Not relevant at all
The reliability of the supplier (1,36)
67
The price (1,45)
58
The process reliability (1,55)
The packaging (2,03)
3
48
41
4
52
28
23
2
38
49
Painting, appearance and consistency (1,66)
Environmental protection & preservation of resources (1,91)
31
7
55
54
16
19
1
4
values in percent, means are in brackets (lower values mean higher approval), n=159-162
8
81% prefer Worthington as supplier.
Is Worthington your preferred supplier for pressure vessels? (Total)
Is Worthington your preferred supplier for pressure vessels?
SHP
CRYO
HEL, WT, RDI, LPG (AF)
Yes
No
19
SHP
Yes
No
74
26
CRYO
97
3
HEL, WT, RDI, LPG (AF)
92
8
81
values in percent, n=134
values in percent, n=13-92
9
Worthington‘s reliability gets the best ratings.
How do you evaluate…
Excellent
... the reliability of the supplier? (1,87)
38
... the painting, appearance and consistency? (1,89)
37
... the environmental protection & the preservation of resources?
(2,17)
50
46
24
9
Average
39
21
... the packaging of the products? (2,19)
Good
39
27
... the process reliability? (1,99)
... the price of the pressure vessels? (2,79)
Very good
20
3
20
4
20
3
27
39
32
Bad
5
31
38
6
14
7
values in percent, means are in brackets (lower values mean
higher satisfaction), n=114-143
10
Price-performance ratio is better evaluated for
other tanks than for steel or cryo cylinders.
How do you evaluate the price-performance ratio of Worthington overall?
SHP
CRYO
HEL, WT, RDI, LPG (AF)
Excellent
Total (2,57)
12
SHP (2,65)
12
CRYO (2,52)
HEL, WT, RDI, LPG (AF) (2,08)
Very good
Good
Average
35
3
41
48
31
11
39
31
3
12
41
38
Bad
4
7
23
8
Low case number!
values in percent, means are in brackets (lower values mean higher satisfaction), n=13-140
11
Customer Service is evaluated very good.
How do you evaluate the service of the Customer Service?
SHP
CRYO
HEL, WT, RDI, LPG (AF)
Excellent
Total (1,81)
43
SHP (1,74)
CRYO (2,20)
HEL, WT, RDI, LPG (AF) (1,50)
Very good
Good
Average
36
45
19
38
28
28
58
Bad
2
15
2
40
33
4
8
Low case number!
values in percent, means are in brackets (lower values mean higher satisfaction), n=12-126
83% of cryo buyers state that the outside of the
vessel does reflect on the image as gasrefiller.
How strongly does the outside of the vessel (paint, robustness, longevity…) reflect on your image as gasrefiller?
Strongly
Rather strongly
Total 2016
33
SHP
4 4
20
43
50
Not at all
19
38
22
10
Hardly
40
38
CRYO
HEL, WT, RDI, LPG (AF)
Moderately
17
20
31
17
20
Low case number!
values in percent, n=10-130
12
13
Costs concerning the purchase and delivery
costs are most often taken into account.
When your company decides on pressure vessels, which costs do you consider?
Costs of the pressure vessel itself
56
Delivery costs
36
Costs during the life span of the
vessel, like e.g. maintenance,
painting
Potential claim costs
Total cost of ownership
15
7
35
values in percent, n=132