Customer satisfaction 2020
Rhein S.Q.M. aims to offer its customers only excellent “Superior” services and therefore continuously evaluates their perception. The focus is on customer relationship as well as aspects related to professional and methodological quality, achievement of project goals and service.
Mr. Rhein, how did Rhein S.Q.M. experience the unusual year 2020 under the influence of the Corona pandemic? And what impact did it have on customer satisfaction?
Of course, the Corona measures also forced us – like many others – to work from home most of this year and some projects could not be carried out as planned. However, thanks to our long-standing regular customers, we had only suffered a 10% drop in sales by the end of the year. To be honest, we were expecting much larger drops on March 15, 2020. We are grateful, most customers “stucked with us” even in challenging times!
In 2020 we can be proud of the fact, that we were able to increase our customer satisfaction results even further compared to the previous top year 2019. In particular, we were able to improve in the categories “achievement of objectives”, “quality of services” and “flexibility”. So the “condemnation” working from home also had positive aspects. For example, technical questions from customers that arose at short notice could be answered much more quickly. We were perceived as being even more flexible because we were able to convert face-to-face seminars with everything that goes with a successful seminar into webinars, sometimes at extremely short notice – and that worked out much better than expected. The customer feedback was overwhelming. This positive feedback has encouraged us to significantly expand our online offering. We are now able to present almost all specialist seminars and training courses as webinars or online training courses. Of course, we are aware that these online offerings can never fully hold a candle to a face-to-face event in terms of quality and learning success. But special times call for special measures.
What are your specific plans for Rhein S.Q.M. in 2021?
In 2021, we want to continue to meet the justified performance expectations of our customers in the best possible way. That is why we launched various training initiatives and experience exchanges among our consultants, auditors and trainers. Customer solutions will continue to be our top priority, which means in concrete terms, we will talk to our customers even more than in the past, in order to be able to offer customized solutions.