“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.
In 2012, we launched ‘Customer Excellence’ – a program to help our subsidiaries around the world to deliver the solutions and services that customers expect. The program describes our value proposition and defines the basic processes needed to serve our customers effectively.
The program incorporates a customer survey system that measures and improves customer loyalty using a state-of-the-art survey tool known as the ‘Net Promoter System.’ Our customers receive the survey immediately after any significant form of interaction with us (e.g. a maintenance visit or project completion). Only a few questions are asked during the survey, the most important of which is: ‘On a scale of 0 – 10, would you recommend Schindler to a friend or business colleague?’
Over 130,000 surveys were conducted in 2017 to assess customer satisfaction. The Net Promoter Score improved by 5% in 2017 while other key indicators remained stable in the reporting year.
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.