CaseStudy Hilti EN
CUSTOMER FEEDBACK AT THE MOMENT OF TRUTH Questback Enterprise Feedback Platform brings Hilti closer to its customers.
CASE STUDY Hilti
www.questback.com People matter. Get their insight.
CASE STUDY Hilti
INCREASED CUSTOMER SATISFACTION AND LOYALTY Hilti AG provides worldwide leading-edge technology to the international construction p rofessionals. According to Hilti, the overall customer satisfaction and loyalty are two key figures of the company’s success. Since 2010 Hilti collects the immediate feedback of every single customer after being in contact with them. Hence, Hilti is able to capture the customers needs more accurately, and to improve the processes based to the obtained data.
SITUATION Customer service top priority Objectives › Measure customer satisfaction at the moment of truth. › Optimize the customer experience across all customer facing touch points.
It is a truism that only satisfied customers remain loyal. Yet, many companies disregard customer service or ignore their customers’ feedback. That in turn is the surest way to lose customers to competitors. Companies should therefore take their customers’ feedback seriously and ensure that their customers have positive experiences. Hilti has chosen to take this path. The supplier of premium products, systems, and services for the construction industry places top priority on customer service and feedback. This is reflected in the company’s mission statement: “We inspire our customers and build a better future.” Key success indicators Since 1994 Hilti has been quantifying customer satisfaction, making the company a pioneer in the construction industry in this regard. “At Hilti, overall customer satisfaction and loyalty are key success indicators. They also affect the pay of many of our employees up to the management level,” says Andreas Dobler, head of corporate market research at Hilti. The company determines these two figures by regularly conducting a telephone survey focused primarily on long-term customer relations. Moment of truth But that is not all. “What was still missing was customer feedback obtained directly after a customer has contact with our company,” says Andreas Dobler. “Contact can be a meeting with the account manager, a sales talk at our Hilti centers, an online order, a hotline complaint, or the repair of a drill by a technician.” Hilti currently has about 200,000 customer contacts per day. In order to assess customer satisfaction at the “moment of truth,” in other words directly after an individual transaction, Hilti in 2010 decided to conduct an online survey in addition to the telephone survey.
SOLUTION Customer purchase history for analysis Questback’s Enterprise Feedback Suite (EFS) constitutes the technical basis for the online survey. “Since the Questback platform has an interface with our SAP system we can automatically import our customer contact data to the online survey. That saves us a lot of time. In addition, we can use each c ustomer’s past
CASE STUDY Hilti
Since the Questback platform has an interface with our SAP system, we can automatically import our customer contact data to the online survey. That saves us a lot of time. In addition, we can use each customer’s past purchase history for analysis purposes.
purchase history for analysis purposes,” Andreas Dobler points out. Questback offers its software as a fully web-based solution. The user interface therefore runs with any standard browser with no additional software installations required. The survey is user-friendly, allowing questions to be answered via various digital terminals such as a PC, a notebook, a tablet computer, or a smartphone. Minimal administrative work Several Questback design options are available for the online questionnaires. They can also be customized to match a company’s corporate design. “We have a minimal amount of administrative work. Questback takes care of data hosting, software updates and further software development, maintenance, and technical support”, says Andreas Dobler.
ANDREAS DOBLER, Head of Market and Competitive Intelligence
Two-minute survey Hilti uses the online survey in 15 market organizations that make up more than 80 % of its sales. The company sends an e-mail to customers that have dealt with an account manager, a Hilti center, an online order, the hotline, or the repair service inviting them to participate in the online survey. The survey takes about two minutes and concerns the customer’s specific situation. That means a customer who has just met with an account manager, for instance, will be specifically asked about that particular e perience with the account manager.
RESULT Customers are impressed Customers who make complaints in the online survey are contacted by the relevant team within two business days to resolve the customer’s problems. “Most customers are impressed when they receive a telephone call within two days after participating in the online survey. We can solve almost 80 % of all problems after making the first call,” says Andreas Dobler. “That is why many customers say ‘Wow, Hilti takes care of things.’ Questback’s analysis of the online survey enables us to promote customer loyalty.” Customer satisfaction have risen significantly
Result › Increased customer satisfaction and loyalty. › Improved customer service processes. › Precise KPIs for customer satisfaction and loyalty.
Positive feedback is also registered and transmitted to the SAP system. Weekly cockpit charts show how customer satisfaction has developed with respect to each of the points of interaction mentioned. The numbers are impressive. According to Andreas Dobler, the figures for overall customer satisfaction and loyalty have risen significantly compared with major competitors since the launch of RTF, especially as the insights gained were used to improve various processes. Feedback from more than 18,000 customers “Online surveys based on the Questback system are a success in every respect,” says Andreas Dobler. “They allow us to offer our customers an additional feedback channel that has been very well received. In 2011 we obtained feedback from more than 18,000 customers and achieved a response rate of 10 to 15 %.”
CASE STUDY Hilti
About Hilti AG Company
Hilti AG provides worldwide leading-edge technology to the international construction
Hilti AG
professionals. Hilti products, systems and services offer innovative solutions to customers
in the construction and building maintenance industries. The headquarters of the Hilti Group
Industry
are in Schaan in the Principality of Liechtenstein. Two thirds of its approximately 22,000
Products, systems and services
employees worldwide work in sales or provide technical services and have direct customer
for the construction industry
contact. Customer satisfaction is thus very important for Hilti. The company slogan is:
“We passionately create enthusiastic customers.”
Area of use › Customer loyalty and satisfaction
Questback is a complete feedback system that helps companies transform customer, employee and market research programs. Used by thousands of companies, including 1/3 of the Forbes list, Questback is the smarter, faster way to manage feedback. Get the software, services and human support you need www.questback.com
to manage customer, employee and market feedback – all in one place.
CASE STUDY Hilti
www.questback.com People matter. Get their insight.
CASE STUDY Hilti
INCREASED CUSTOMER SATISFACTION AND LOYALTY Hilti AG provides worldwide leading-edge technology to the international construction p rofessionals. According to Hilti, the overall customer satisfaction and loyalty are two key figures of the company’s success. Since 2010 Hilti collects the immediate feedback of every single customer after being in contact with them. Hence, Hilti is able to capture the customers needs more accurately, and to improve the processes based to the obtained data.
SITUATION Customer service top priority Objectives › Measure customer satisfaction at the moment of truth. › Optimize the customer experience across all customer facing touch points.
It is a truism that only satisfied customers remain loyal. Yet, many companies disregard customer service or ignore their customers’ feedback. That in turn is the surest way to lose customers to competitors. Companies should therefore take their customers’ feedback seriously and ensure that their customers have positive experiences. Hilti has chosen to take this path. The supplier of premium products, systems, and services for the construction industry places top priority on customer service and feedback. This is reflected in the company’s mission statement: “We inspire our customers and build a better future.” Key success indicators Since 1994 Hilti has been quantifying customer satisfaction, making the company a pioneer in the construction industry in this regard. “At Hilti, overall customer satisfaction and loyalty are key success indicators. They also affect the pay of many of our employees up to the management level,” says Andreas Dobler, head of corporate market research at Hilti. The company determines these two figures by regularly conducting a telephone survey focused primarily on long-term customer relations. Moment of truth But that is not all. “What was still missing was customer feedback obtained directly after a customer has contact with our company,” says Andreas Dobler. “Contact can be a meeting with the account manager, a sales talk at our Hilti centers, an online order, a hotline complaint, or the repair of a drill by a technician.” Hilti currently has about 200,000 customer contacts per day. In order to assess customer satisfaction at the “moment of truth,” in other words directly after an individual transaction, Hilti in 2010 decided to conduct an online survey in addition to the telephone survey.
SOLUTION Customer purchase history for analysis Questback’s Enterprise Feedback Suite (EFS) constitutes the technical basis for the online survey. “Since the Questback platform has an interface with our SAP system we can automatically import our customer contact data to the online survey. That saves us a lot of time. In addition, we can use each c ustomer’s past
CASE STUDY Hilti
Since the Questback platform has an interface with our SAP system, we can automatically import our customer contact data to the online survey. That saves us a lot of time. In addition, we can use each customer’s past purchase history for analysis purposes.
purchase history for analysis purposes,” Andreas Dobler points out. Questback offers its software as a fully web-based solution. The user interface therefore runs with any standard browser with no additional software installations required. The survey is user-friendly, allowing questions to be answered via various digital terminals such as a PC, a notebook, a tablet computer, or a smartphone. Minimal administrative work Several Questback design options are available for the online questionnaires. They can also be customized to match a company’s corporate design. “We have a minimal amount of administrative work. Questback takes care of data hosting, software updates and further software development, maintenance, and technical support”, says Andreas Dobler.
ANDREAS DOBLER, Head of Market and Competitive Intelligence
Two-minute survey Hilti uses the online survey in 15 market organizations that make up more than 80 % of its sales. The company sends an e-mail to customers that have dealt with an account manager, a Hilti center, an online order, the hotline, or the repair service inviting them to participate in the online survey. The survey takes about two minutes and concerns the customer’s specific situation. That means a customer who has just met with an account manager, for instance, will be specifically asked about that particular e perience with the account manager.
RESULT Customers are impressed Customers who make complaints in the online survey are contacted by the relevant team within two business days to resolve the customer’s problems. “Most customers are impressed when they receive a telephone call within two days after participating in the online survey. We can solve almost 80 % of all problems after making the first call,” says Andreas Dobler. “That is why many customers say ‘Wow, Hilti takes care of things.’ Questback’s analysis of the online survey enables us to promote customer loyalty.” Customer satisfaction have risen significantly
Result › Increased customer satisfaction and loyalty. › Improved customer service processes. › Precise KPIs for customer satisfaction and loyalty.
Positive feedback is also registered and transmitted to the SAP system. Weekly cockpit charts show how customer satisfaction has developed with respect to each of the points of interaction mentioned. The numbers are impressive. According to Andreas Dobler, the figures for overall customer satisfaction and loyalty have risen significantly compared with major competitors since the launch of RTF, especially as the insights gained were used to improve various processes. Feedback from more than 18,000 customers “Online surveys based on the Questback system are a success in every respect,” says Andreas Dobler. “They allow us to offer our customers an additional feedback channel that has been very well received. In 2011 we obtained feedback from more than 18,000 customers and achieved a response rate of 10 to 15 %.”
CASE STUDY Hilti
About Hilti AG Company
Hilti AG provides worldwide leading-edge technology to the international construction
Hilti AG
professionals. Hilti products, systems and services offer innovative solutions to customers
in the construction and building maintenance industries. The headquarters of the Hilti Group
Industry
are in Schaan in the Principality of Liechtenstein. Two thirds of its approximately 22,000
Products, systems and services
employees worldwide work in sales or provide technical services and have direct customer
for the construction industry
contact. Customer satisfaction is thus very important for Hilti. The company slogan is:
“We passionately create enthusiastic customers.”
Area of use › Customer loyalty and satisfaction
Questback is a complete feedback system that helps companies transform customer, employee and market research programs. Used by thousands of companies, including 1/3 of the Forbes list, Questback is the smarter, faster way to manage feedback. Get the software, services and human support you need www.questback.com
to manage customer, employee and market feedback – all in one place.
