CUSTOMER SATISFACTION SUCCESS FACTOR

Customer satisfaction is of central importance to König + Neurath and its business success. To ensure that they are able to offer first-class quality, König + Neurath is a single-source supplier: from development of office furniture, seating and room systems to production, assembly and delivery of the finished products. An important tool for improving customer satisfaction is reducing customer complaints.

For this reason we record all feedback from dealers and customers, and address it in a process-oriented approach. We derive specific proposals for improvement from the information gained in this way, in accordance with DIN EN ISO 9001 certification standards. The measures implemented are subsequently monitored.

König + Neurath has started a quality campaign to further underpin the company’s commitment to quality without compromise. Their goal is to optimise all areas of the company detailed above from a customer perspective. As well as product quality, this also involves measuring and improving service and process quality.

We conducted a customer survey from November to December 2021, with the aid of which we were able to gain a specific picture of how satisfied our dealers and partners in Germany are with König + Neurath. We also asked our own employees what they thought. The results provided König + Neurath with some key insights regarding the ongoing development of the company – with the goal of guaranteeing maximum customer satisfaction.

Furthermore end-of-line checks for office furniture and seating have already been ramped up. The dedicated test stations are meant to ensure even better quality for our customers thanks to spot checks.

The reorganisation of our complaints management is part of our commitment to improving customer satisfaction. To achieve this, we are using the results of the 2021 customer survey. One thing the feedback showed us is that our customers expect the complaints process to be handled quickly.

Pooling skills offers them the following benefits:

• faster complaint handling
• optimised processed
• a named contact