Our quality management system was ISO 9001 certified by TÜV Thüringen in 2007 and has regularly been audited since then. In the course of this certification, a systematic measurement of our customers‘ satisfaction has been implemented as well. This measures their satisfaction with questionnaires referring to the German school grade system (1=very good, 2=good, 3=satisfying, 4=just enough to pass, 5=faulty, 6=not satisfying) and allows text comments. The areas measured are sales, project support and technical service with 6-9 questions each.
In all three areas of all measures since the very first survey, average grades between 1,5 and 2,5 were achieved. The total average grade was 2,37 in 2007, rose to values between 1,8 and 2,1 in the subsequent years and reached 1,82 in 2016 – which is our best overall result so far. A summary of the results 2006-2016 can be downloaded here.
We thank all respondents for the feedback and often very helpful remarks and take them as an incentive to do our best to achieve customer satisfaction also in the future. If our customers wish to participate in the customer satisfaction survey, they can request a questionnaire by E-Mail to info|at|sokratherm.de with the header „QM questionnaire“.