Willingness to recommend continues its growth
he overall score still remains on a reasonably good level. The score that indicates success in operation was the same as in the previous year. As much as nine out of ten of the respondents are ready to recommend FSP to other purchasers of services. Contract clients and random buyers are more willing to recommend. Willingness to recommend increased two percentage points from the previous year. This is what the results of the national Customer Satisfaction Survey of FSP tell us. 94 partners of FSP answered the survey. They were asked to give their opinions of conspicuousness, experience, expertise, channels, areas of focus and overall quality of activity of FSP.
At the moment, the three most popular services are anti-corrosive painting, abrasive blasting and washing and cleaning. The respondents were also asked which services FSP should concentrate on in future. The biggest expectations focused on, in addition to abovementioned, fire proofing, powder painting and inspection services. Focus on subjects of development The survey included a section for comments where the respondents were free to present their wishes concerning development of FSP. The respondents wished most that FSP would devote to development of Engineering expert services, protection methods, quick feedthrough and productivity. Own contact persons, the customer magazine, colleagues and partners are considered the most important channels of information. Social media has the role of supporter for the other means of communication. Electronic channels of communication are now appreciated more than in previous years. FSP thanks all the partners that have given valuable feedback. ■
Good reputation, reliable and high quality FSP is considered a reliable, high quality service provider that has a good reputation. The results also show wishes concerning development of sales and regeneration which will be tackled carefully in future. It is significant that over one half of the respondents think that FSP’s activity is to some extent or outstandingly better than that of competitors.
Success of FSP in its operation (average) 2013 3,8 2012 3,8 2011 3,6 2010 3,5 2009 3,6 1
Five most important areas of expertise Reliable and safe partner 4,0 Strong expert in quality 3,8 Customer-oriented service expert 3,7 Expertise in after-sale cooperation 3,7 Expertise in turnkey delivery 3,6 1
Source: FSP customer survey 2009–2013
The largest project order from Sweden.