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Market Survey 2014: Customer Satisfaction & Loyalty Analysis

The document summarizes the results of a 2014 market survey of over 3,000 customers in 18 countries regarding their satisfaction and loyalty toward Jungheinrich and competitors. It finds that 88% of customers would likely recommend Jungheinrich compared to 79% for competitors, and that Jungheinrich has a very or somewhat better brand image on measures like quality, energy efficiency, logistics consultation and solutions. The survey also indicates that customers see Jungheinrich as leading in innovation and visionary thinking compared to competitors. Most customers reported learning about new forklift trucks through salespeople, company websites or trade fairs.

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sunilsheelavant
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28 views7 pages

Market Survey 2014: Customer Satisfaction & Loyalty Analysis

The document summarizes the results of a 2014 market survey of over 3,000 customers in 18 countries regarding their satisfaction and loyalty toward Jungheinrich and competitors. It finds that 88% of customers would likely recommend Jungheinrich compared to 79% for competitors, and that Jungheinrich has a very or somewhat better brand image on measures like quality, energy efficiency, logistics consultation and solutions. The survey also indicates that customers see Jungheinrich as leading in innovation and visionary thinking compared to competitors. Most customers reported learning about new forklift trucks through salespeople, company websites or trade fairs.

Uploaded by

sunilsheelavant
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Market Survey 2014

Customer Satisfaction & Loyalty


Analysis

Research Design
Overview
Study target:

Measurement of customer satisfaction & loyalty


and identification of important trends

Target group:

Companies with at least 4 trucks in the trade, logistics or


industrial sector

Method:

CATI computer-aided telephone interviews

Samplesize:

Random sample with 3.109 Interviews in 18 countries

Fieldwork:

2014

Disclosure:

Disclosure of Jungheinrich

Announcement:

Letter of announcement was sent out to customers


before start of study

Conduction and
Evaluation of
Interviews:

management consult Dr. Eisele & Dr. Noll

Willingness To Recommend Jungheinrich and Competitors


Recommendation is very likely or likely

88%

79%

Jungheinrich

Competitors

Brand Image of Jungheinrich and Competitors


Evaluated as very good or good

89%

Represents premium quality for new trucks

82%

83%

Offers energy efficient machines

76%

85%

Is competent in logistics consultation

Offers integral logistic solutions

72%

84%
66%

Jungheinrich
Competitors

Future Potential of Jungheinrich and Competitiors


Evaluated as Very good or good
Leading in the field
of innovation
78%

Visionary thinking
78%

69%

Jungheinrich Competitiors

69%

Jungheinrich

Competitors

Information Channels for Purchasing New Forklift Trucks


Multiple Answers Possible
Salesman

63%

Internet presence of the supplier

34%

Online-Shop

10%

Attendance of trade fairs

10%

Search engines such as Google

10%

Brochures/ Flyer/ Catalogue


Online advertising

9%
6%

Articles in professionial magazines

4%

E-mail newsletter

3%

Print advertising

3%

Others

6%

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