R-taso conducts annually an extensive customer satisfaction survey. The latest survey was carried out in the beginning of 2020. The respondents of this year’s survey consisted of a thorough cross-section of our customers from the food, mining, forestry, paper, construction and chemical industries, as well as of other industrial operators and design consultancies.
We thank our customers for the valuable feedback!
95 % of the respondents would buy again from R-taso. Moreover, 97 % would also recommend us.
Evaluation of R-taso’s operations
As part of the customer satisfaction survey, our customers rated our operations in nine main categories on a scale from 0 to 4 (4 = very good, 3 = good, 2 = neutral, 1 = poor, 0= no experience).
In eight of the nine categories, our customers gave our operations a rating between good and very good: quality of design services (3,44), project management know-how (3,3), ease of purchase (3,36) and cooperation (3,43), delivery time (3,15), delivery reliability (3,42), expertise in industrial safety (3,38) as well as the quality of our solutions (3,52).
The only area of our operations that received a rating below 3,00 was the price of our solutions, rated 2,83. Because our projects always include both preliminary and detail design for the same price, the customer will save a great deal from design costs by contacting us before preliminary design even begins. At the same time, the project itself will benefit from the start from the intelligent modular structure of R-taso’s industrial walkway products, which will in turn enable further savings from the total cost of the project. This is how we are able to offer the best industrial safety solutions in the world with an excellent price/quality ratio.
The cost efficiency of our solutions is further accentuated by the exceptionally long lifecycles of our products, allowing for flexible reuse of our modular walkways when there are changes to the facility layout.
Customer experience in different parts of the project
The customer satisfaction survey also included an evaluation of customer experience in three parts of the project delivery as well as with regard to key product-related factors. This evaluation was carried out in 16 different categories, on a scale from 0 to 4.
Our customers rated their experience of different parts of the project delivery consistently between good and very good, in each of the 16 categories. In the offer phase, the highlights included the information content and the clarity of our offer materials (3,41) as well as our offers’ accurate correspondence with the customer RFQs (3,42). In the design phase, top ratings were given to ease of cooperation (3,48) as well as to our designers’ technical expertise and advice (3,49). In the installation phase, the best categories included the clarity of installation drawings (3,35), ease of installation (3,36) and the adjustability of our products (3,24). Out of the key product-related factors, product quality (3,55), the technical features of our products (3,44) and the packaging of the products during delivery (3,33) received the highest ratings.
We will conduct the next satisfaction survey during 2021.