Customer satisfaction

Wärtsilä continuously develops and deepens relations with its customers. Wärtsilä supports its customers in the design, start up and operation of the equipment and systems it delivers, as the requirements of each customer dictate. Dialogue with customers is vital when developing operations, products and services.

Wärtsilä arranges Customer Days for existing and potential customers in the countries where Wärtsilä is present. These days are used to review subjects of topical interest and to discuss existing and future needs and challenges. In 2011, the Ship Power and Power Plants businesses arranged or participated in close to 200 maritime and energy-related events, international and national seminars, exhibitions and conferences worldwide. These events were visited by thousands of customers, potential customers and other stakeholders such as consultants, suppliers, students, etc.

In order to strengthen our customer-focused mindset, we at Wärtsilä use an integrated customer feedback process (CROL). The aim is to achieve an excellent long-term relationship by listening to the customers and acting upon their feedback.

Our customers provide us with important feedback during the project deliveries as well as during the operation period of the installations. This feedback is continuously reviewed and acted upon, both on operative and management level. Wärtsilä strives for world class customer satisfaction by ensuring that expectations for products and services are met.

During 2011, we have received over 2,000 customer opinions. Approximately 300 of these triggered further actions.

CROL results

Overall satisfaction Key Performance Indicator:

The average results of the customer satisfaction survey
           
  2011 2010 2009 2008 2007
Power Plants 8.4 8.3 8.1 8.3 8.1
Ship Power 8.1 7.6 7.4 7.4 7.5
Services 8.3 7.9 7.9 7.8 7.7
Sample 2 188 1 933 1 859 2 204 1 575
           
The assessment scale is 1-10, the highest grade being 10. The index presented above is a calculated average based on all the received feedback.
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