Serious about ensuring carefree traceability
For companies nowadays it’s getting more and more important to know your customers and know to improve service for them. Last year, Minerva has made some significant steps in becoming more visible and service customers even better. We developed the Minerva brand promise, “ensuring carefree traceabilty”.
At Minerva we are serious about ensuring carefree traceability and we are determined to keep our promise. And we believe in the power of asking our customers what’s the best way to do this. Here are some highlights we want to share with you.
Learning from our customers
In January this year, we did a short survey to ask customers about their opinion of the Minerva service. Also we spoke more in depth a few customers in interviews about what they think of the service, the reputation, website, customer portal, subjects for improvement, et cetera.
We found it remarkable that the customers are all satisfied about the service and communication. There are no serious complainers. The Minerva service and knowledge is highly valued.
In a niche like the Calibration market, gaining new customers from word of mouth is very important. We are very happy to see that Minerva is recommended by most of the customers.
Also, most of the customers think that the Minerva turnaroundtime is at a good level, for some customers there is still room for improvement .
More than half of the customer are interested in a pick-up and drop-off service for instruments.
Minerva employees contribute to the brand promise
In an internal workshop, Minerva employees invested time to hear about the customer's opinion and learn from it. We did some role-plays to practice with customers expectations about Minerva.
Based on this, everyone in the Minerva team addressed some focus points in their roles, to contribute to the Minerva brand promise, ensuring customers carefree traceability. As you can tell, we take our promise to customers very seriously!
Through the survey and the interviews, we found out that most of our customers still do not know the customer portal. Which is a shame, because this leads to a substantial shortening of the lead time and ensures the carefree traceability of your valuable systems.
We are constantly improving the functionality of the portal to make your life easier. Shortly we will speak to some customers about the portal and what they think of some ideas for further improvement.
We hope to welcome you soon in the Minerva customer portal and discover the benefits by yourself. If you are interested, please send Anita Koelewijn an e-mail, she will be happy to give you access!
april 4, 2018