We have finally received the results of our latest Customer Satisfaction Survey, and the feedback is once again fantastic! We are delighted that, according to the responses, satisfaction levels with our company are high across the board. This article will review the common themes that emerged from the responses and discuss how we can improve our operations based on your responses.
The survey was carried out between 10 and 24 September 2024 by Ahaa Vision.
Survey fatigue
The survey was sent to a total of 66 customers, of whom 22 responded—a response rate of approximately one-third. We greatly appreciate all the responses, and we understand that recently, feedback surveys have become increasingly common, and that it is impossible to respond to every one. Almost every service and purchase is already inundated with requests for feedback, which can easily lead to what we call „survey fatigue“. We are therefore particularly grateful to all those who took the time to provide feedback, as it is a valuable tool to help us improve our operations and strengthen our cooperation.
This is how we succeeded as a supplier
Respondents to the satisfaction survey were asked to rate our performance in different areas on a scale of 1 to 6, where 1 = poor and 6 = very good. The tables show the ratings we received and the number of respondents.
The ability to find the right solutions for the client
Based on feedback, customers feel that V.A.V. Group has succeeded in finding solutions that meet their needs. More than 90% gave us a rating of 5 or 6, reflecting our strong customer understanding and solution-oriented approach.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 9 |
| 5 – Good | 11 |
| 4 – Fairly good | 2 |
Smoothness of cooperation
We are pleased that cooperation with us is perceived as smooth. The majority of respondents thought that cooperation with V.A.V. Group works very well, i.e., the interaction skills and project management are well established in our company.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 14 |
| 5 – Good | 6 |
| 4 – Fairly good | 2 |
Flexibility of operation
Flexibility is one of our core values, and it’s something our customers have also praised. Almost 82% of customers rated our flexibility as a 5 or 6. But flexibility can always be improved, and we will continue to strive to do so.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 8 |
| 5 – Good | 10 |
| 4 – Fairly good | 4 |
Reliability as a supplier
The reliability of the V.A.V. Group has increased compared to the results of the previous satisfaction survey. Half of the respondents considered us to be very reliable.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 11 |
| 5 – Good | 7 |
| 4 – Fairly good | 3 |
| 3 – Moderate | 1 |
Staff competences and skills
The professional skills of staff were largely rated as very good. A small number of respondents did not have experiences to rate, but the responses of others highlight a professional service of which we are very proud.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 11 |
| 5 – Good | 5 |
| 4 – Fairly good | 3 |
| 3 – Moderate | 1 |
| No experience | 2 |
We have written introductions to our staff, check them out!
Would you recommend V.A.V. Group?
The majority of respondents would be happy to recommend our company: 90% of customers would either most likely or definitely recommend V.A.V. Group to others. This is a strong indication for us of customer satisfaction and appreciation of what we do.
| Rating | Responses (n=22) |
|---|---|
| 6 – I would recommend | 9 |
| 5 – Most likely, I would recommend | 11 |
| 4 – Maybe I would recommend | 1 |
| 3 – I would probably not recommend | 1 |
The final rating for V.A.V. Group is…
Overall, we received an excellent rating from our clients! Almost all respondents rated our performance as a 5 or 6. The overall satisfaction rating was 79.6%, almost unchanged from 79.5% in 2022.
| Rating | Responses (n=22) |
|---|---|
| 6 – Very good | 8 |
| 5 – Good | 12 |
| 4 – Fairly good | 1 |
| 3 – Moderate | 1 |
How our values meet
The satisfaction survey explored how our customers perceive V.A.V. Group and what qualities are important to them. The questionnaire let respondents choose up to three qualities from the list.
How customers described V.A.V. Group
The survey asked you to choose 1-3 characteristics that you felt best reflected your image of V.A.V. Group as a company. Flexibility, reliability, and quality stood out in particular. The perception is positive, but aspects related to the environment or innovation did not emerge in the survey responses.
| Characteristic | Responses (n=22) |
|---|---|
| Flexible | 16 |
| Reliable | 12 |
| High quality | 8 |
| Safe | 7 |
| Efficient | 7 |
| Professional | 6 |
| Competitive | 4 |
| Well-known | 3 |
| Innovatiivinen | 1 |
| Environmentally aware | 0 |
| Respected | 0 |
Most important characteristics for our customers
We also asked which features were most important to our customers (1-3 choices). The responses indicated that quality and reliability are important to customers, both of which received the highest and equal number of responses. Flexibility and competitiveness were also rated as important. Safety, innovation, and value were not among the most important attributes this time.
| Characteristic | Responses (n=22) |
|---|---|
| High quality | 15 |
| Reliable | 15 |
| Flexible | 11 |
| Competitive | 9 |
| Efficient | 7 |
| Professional | 5 |
| Environmentally aware | 2 |
| Well-known | 2 |
| Safe | 0 |
| Innovative | 0 |
| Respected | 0 |
Our Value Offer is built on four key principles: innovation, reliability, speed, and flexibility. Reliability and flexibility were recognised in the satisfaction survey. Fifteen of the respondents considered reliability to be an important characteristic for themselves, and 12 respondents also have an image of V.A.V. Group as a reliable supplier. Similarly, flexibility was perceived as both important and as a characteristic that describes V.A.V. Group well.
Although speed was not directly mentioned in the satisfaction survey, our ability to find the right solution for the customer received positive feedback: 9 respondents rated us a 6, and 11 rated us a 5. Respondents, therefore, appreciated our ability to respond quickly and efficiently.
Innovativeness was mentioned only once in customers‘ responses, and respondents did not consider it to be the most important characteristic. We aim to continue to invest in innovation and provide our customers with the best, but not everyone may see it as a key part of our identity yet.
What next?
The responses we received indicated that we are doing a good job and delivering on our value proposition to our customers. However, we believe that there is always room for improvement, and based on the results of the survey, we will be paying more attention in the future to providing quick and accurate information in exceptional situations and how we can better respond to our customers‘ new or changing needs.
We will also consider how we could better implement the customer survey in the future, so that we can obtain valuable feedback from a wider range of our customers.
We would like to thank everyone who responded to the survey!
