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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

Artikkeli Customer Satisfaction Survey Results julkaistiin ensimmäisen kerran V.A.V. Group.

The Results

The overall “happiness” index has remained at the 80 % mark from 2020, and like before, 100 % of the customers that answered were generally satisfied with our operations. We were happy to see that close to 90 % of our clients’ were inclined to recommend our services as a supplier. Satisfaction in customer service scored well and clients were happy with our flexibility, reliability, and fluency in collaboration. Satisfaction as a supplier had increased from 2020 and our scores for keeping promises to our clients, reaction time, and seeing to their needs increased as well. 

We also discovered some room for improvement. Customer satisfaction with production costs relative to quality had fallen by a few percent, while quality, reliability, and flexibility scored high among responses. One cause for this drop is undoubtedly the unpredictable state the world has been in the past years, which has affected material costs worldwide and forced us to raise our prices in response at the beginning of 2022. Regardless of the pricing pressure that we cannot really affect,  we need to improve in all quality areas to keep the quality-price ratio at the level our customers need it to be. We found that the area where we need to improve most is our ability to communicate with clients in unpredictable and unexpected situations and share new information faster to ensure the security of supply and to keep our clients in the loop. This was an issue we were aware of before the survey and began tackling last autumn by beginning to share information and communicate more via newsletters and news on our website.

What Comes Next

We take all feedback from our clients seriously and are always looking to do better. Our goal is to be a fast, flexible and reliable supplier, and we were happy to see that the overall feedback from our clients showed that we have met that goal and our clients consider us a reliable supplier. Our next steps are to improve communication between us and our clients and the managing and informing of unexpected situations while keeping up with our goal of fast, flexible, and reliable production and the development of high-quality products.

We thank all who participated in the survey and shared their thoughts!

Artikkeli Results of V.A.V. Group 2022 Customer Satisfaction Survey julkaistiin ensimmäisen kerran V.A.V. Group.