“The customer survey offered us insight into our customers and the themes that our customers considered important.”
Hendrik Veder Groep
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Hendrik Veder Groep

The Hendrik Veder Group is the leading European supplier of steel wire and synthetic fibre cables, and offers a wide range of supporting services for, among others, the offshore, maritime and ship-building industries. The Hendrik Veder Group possesses an extensive distribution network and subsidiaries in six European countries, allowing it to assist its customers rapidly and effectively. A wish to gain insight into evaluation by customers led this organisation to carry out a customer satisfaction survey.

Based on the results of this survey, the first steps towards improvement have already been taken. The information of the people and activation of the results has been realised through an interactive session. Following a presentation, a diverse group of employees separated into mixed teams considered how improvements on specific themes identified by the survey could be given shape. By discussing ideas and solutions with employees in different jobs, we charted out which employees are affected by the improvement theme and information from various points of view was used to formulate an idea for the follow-up.
Obtaining insight was the starting point for the Hendrik Veder Group to create a base of support for targeted improvement plans for each theme. The Hendrik Veder Group is aware of the importance of informing and activating the whole organisation, in order to be able to offer customers even more. A look behind the scenes from the customer’s perspective enriches the insight in terms of strengths and weaknesses, and offers targeted guiding information that can be used to come to a desirable solution together.

“First of all, the customer survey offered us insight into our customers and the themes that our customers considered important. Through a session organised by Integron, teams were formed, who went to work with the themes. The challenge for us now is to really make use of the results.”

Baker Tilly Berk

27 Jul, 2016|Comments Off on Baker Tilly Berk

The project team and HR department as the owner of the employee survey

Van Uden Logistics

27 Jul, 2016|Comments Off on Van Uden Logistics

"The result was that the story and actions per branch and department were truly accurately determined, and would be incorporated in the annual plans for 2015. Thus, Van Uden rolls through the country better and [...]

OCI Nitrogen

27 Jul, 2016|Comments Off on OCI Nitrogen

"Not only did the survey go well and are we pleased with the results, but we can also make good use of the results thanks to the improvement approach that we developed together with Integron" [...]

Hendrik Veder Groep

27 Jul, 2016|Comments Off on Hendrik Veder Groep

“The customer survey offered us insight into our customers and the themes that our customers considered important.”

2016-10-18T13:05:36+00:00