Customer Satisfaction Survey 2008

Improving customer satisfaction is of paramount importance to Brüel & Kjær. By gaining insight into our customer’s preferences and desires, we can continuously strive to develop, obtain and improve our world class solutions and services to fully satisfy the needs and requirements of our customers. As part of our ongoing customer commitment, we recently conducted a Customer Satisfaction Survey. The survey was sent to more than 30,000 customers worldwide of which 6400 took part – an impressive 21% response rate. The input and feedback received are of great value to us. Thank you to all those who took part.

Why Make a Survey?

Not willing to just sit back and rely on past successes, the aim of the survey was to help us to really understand:

• What is important to our customers
• How well we fulfil their needs
• Where we need to focus in order to increase customer satisfaction

Hardware Quality and Reliable Results

From our customers’ response we can see that Brüel & Kjær is doing an excellent job regarding the quality of its hardware and the reliability of measurement results. In fact, most product-related categories – Product Quality, Performance, and Reliability – got very high scores. For example, one customer writes, 

“Brüel & Kjær products are reliable, practical to use, and of robust design. These consistent characteristics provide increased confidence in the accuracy and reliability of the results”.

Another states,

“Your hardware is brilliant and I shall continue to remain loyal to your products”.

Friendly Staff and Strong Support

We also received top scores for Staff Friendliness, Quality of Support and Understanding of Customers’ Sound and Vibration Applications. According to one satisfied customer, Brüel & Kjær staff are

“very patient and helpful and should be commended for their kindness and professionalism”.

Another customer stated that he was

“very satisfied with the products, service and the sales staff’s in-depth knowledge of the products".

 In fact, it was gratifying to discover that 95% of customers perceive Brüel & Kjær as a highquality and knowledgeable company. This is particularly pleasing as the combination of knowledge and high-quality is, and always has been, the cornerstone of our company.