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The motto of REMONDIS’ third major customer survey clearly reflects how REMONDIS sees its business relations with its customers. “Working together to grow sustainability” underlines, on the one hand, the aspect of sustainability – the guiding principle behind all of the company’s operations. On the other hand, the word ‘together’ also emphasises the fact that the company’s aim is to build up partnerships with its customers. As a family-run business, REMONDIS not only acts in the interest of its customers but also – more specifically – together with them. The results of the company’s third customer survey are impressive and clearly show that this philosophy is much appreciated by its customers.
Firms looking to provide suitable, cost-effective and high quality services are well advised to listen closely to what their customers have to say. At the end of the day, who else is in a better position to judge whether the services run smoothly and where there is room for improvement? Having conducted surveys in 2009 and 2012, REMONDIS decided to send out questionnaires to its customers again this year.
“The company achieved better results in all the categories compared to the last two surveys, particularly in response to how it actually delivers its services,” commented Dominik Wolff, managing director of the market research institute commissioned to conduct the survey. With a customer satisfaction index of 82 points and a recommendation rate of 88 %, REMONDIS’ customers have given the company an impressive reference.
(from right to left) Dominik Wolff, from the Wolff Institute, presents the results of the survey to Dagmar Sopora (head of sales control) and Christian Monreal (manager of the customer survey project)
By conducting surveys at regular intervals, it is possible to see just how effective the measures have been that were introduced in response to the results of previous surveys. One example here was the layout of the company’s invoices which had been criticised by a number of customers in the past. REMONDIS’ response was to take a detailed and critical look at the way its invoices were structured in order to make them more customer friendly. The company was, therefore, particularly pleased to see that the results of this year’s survey regarding the layout of its invoices were much improved. REMONDIS was also very grateful to receive the comments and suggestions for improvement from its customers this year. These show REMONDIS where it can improve its operations and further increase the quality of its services.
REMONDIS’ Sustainability Certificate is a unique way for customers to add value to their business.
Following the motto “Working together to grow sustainability”, a new category was added to the now familiar questionnaire this year that looked into the subject of sustainability. The amazing and extremely pleasing result: 82 % of the REMONDIS customers who took part in the survey said that sustainability was an important issue in their business.
Together with its customers, the REMONDIS Group is looking to tackle the two huge challenges facing our society today: slowing down climate change and conserving our planet’s natural resources to prevent a shortage of raw materials. Industrial and commercial customers can now provide proof of how successful they have been in these areas with the unique Sustainability Certificate. For many customers, this certificate is far more than simply a PR tool. Across the world, companies are increasingly being put under pressure by their own customers to prove that they run a sustainable business. In a number of markets, such as the hotel and restaurant business and the automotive industry, such proof is gradually becoming obligatory to be awarded contracts and so build up a loyal customer base.
REMONDIS’ Sustainability Certificate enables customers to provide written proof of how their waste management system and the subsequent recycling of their waste cut carbon emissions and reduce consumption of primary raw materials and energy, clearly expressed in tonnes and kilowatt hours. And it is a truly unique certificate within the recycling industry – something that was also confirmed by the survey, with the company’s customers showing a great interest in the product. Many customers asked to be given more detailed information about how they can grow sustainability together with REMONDIS in the future.