“Leadership through Customer Service” is our vision, since over one billion people around the world use Schindler products every day. These people should be able to rely on high-quality mobility solutions and services at all times.
Safety is a top priority at Schindler. We design and build our elevators and escalators with many safety features to help give riders peace of mind while using them. We are also active in providing information to passengers, and work together with those who manage or operate elevators and escalators to maintain and improve safe usage and operation.
Customer Excellence program
We place a strong focus on our customers’ needs and are committed to creating value for them by supplying safe, reliable and energy-efficient products and services.
Reflecting our focus on customer service, we have launched ‘Customer Excellence’ in 2012 – a program designed to help our group companies worldwide to deliver the solutions and services that our customers expect. The program describes our value proposition and defines the basic processes needed to serve our customers effectively.
The Customer Excellence program incorporates our customer survey system that measures and improves customer loyalty using a state-of-the-art survey tool known as Net Promoter System. Over 136,000 surveys were conducted in 2016 to assess our level of customer satisfaction. The Net Promoter Score improved by 11 percentage points in 2016 (2015: 6%) and all key indicators moved in the right direction in the reporting year.
Customers can expect to receive the survey immediately after any significant form of interaction with our company. We analyze the feedback and use it as a basis to adjust our products and services for even more satisfied customers. This strengtens our vision of Leadership through Customer Service.
Going forward, we are committed to further strengthening and sustaining the changes in customer orientation, continuing to drive Customer Excellence process quality, and delivering a flawless customer experience.