This year’s customer survey shows a record result for Elektromontage. Customers particularly highlight the company’s broad expertise and its ability to deliver on its promises. For Sales Manager Morgan Hägg, the result confirms that the company’s long-term improvement efforts are paying off.

The customer survey is conducted annually among a cross-section of Elektromontage customers, ranging from small businesses to large industrial companies. This year, Elektromontage achieved a Net Promoter Score (NPS) of +45, its highest level to date.

“We have been improving continuously for several years. This year’s result shows that those efforts are making a difference,” says Morgan Hägg, Sales Manager at Elektromontage.

Customer feedback drives improvements

The survey is used not only to measure customer satisfaction but also to identify areas where Elektromontage can improve. After each survey, employees take part in a workshop to review the results together and select areas to prioritize. Internal targets are then set and monitored throughout the year.

“What matters most to us is what we do with the results. We want to understand what customers feel is missing and turn their feedback into tangible improvements. We can now see that this approach is delivering results.”

Reliable delivery dates matter more than a quick answer

One area that stands out in this year’s survey is delivery times. Although lead times have increased slightly during the year, customers remain satisfied. Elektromontage has been actively improving its planning tools for some time, including moving project planning into its ERP system and implementing a visualization tool for daily production management.

“We would rather take an extra day to provide a delivery date we know we can meet than give a quick answer based on a guess. That gives customers greater certainty and gives us better conditions to deliver on our promises.”

A result to build on

This year’s survey reveals no clear areas of weakness, but Elektromontage will continue working to develop and improve its operations.

“We are, of course, very pleased to see such a strong result, but that does not mean our work is done. There is always room for improvement, and customer feedback helps us identify where to focus our efforts going forward,” Morgan concludes.