Volvo Construction Equipment Europe

Background

In a fiercely competitive market, customer satisfaction is vital. Volvo Construction Equipment Limited constantly monitor their customer satisfaction to highlight any areas where improvements or changes can be made. In 2003, Volvo approached England Marketing to discuss outsourcing this customer satisfaction research.
Methodology
Armed with information about the current survey being used by Volvo and an understanding of the issues involved in this market, England Marketing devised a customer satisfaction programme that not only covered all aspects of customer service, but also included commentary that would provide Volvo with detailed insight into what their customers want. The programme was such that it reinvented the way Volvo carry out their research across the whole group with the questionnaire now in use throughout Europe.

Outcome
Five years on and England Marketing are very much part of the Volvo CE Ltd team. Each month, we report the results from the UK surveys which are then combined with the European results to provide consistency across the business divisions. Not only has the research enabled Volvo CE Ltd to gain a greater understanding of their customers' needs and opinions, but by staying ahead of the game, Volvo are able to offer a service that is second to none.

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