More than 2000 existing customers were asked by HOPPECKE about their satisfaction and experience with the company, and over 500 responded. Many results are positive. 82% of customers are overall satisfied with HOPPECKE as a partner, even 88% plan to remain customers of the leading expert for industrial batteries and energy storage systems in the future. The survey also revealed potential for improvement, which is now being worked on.
"We particularly noticed that our customers feel very well served at HOPPECKE," summarises study director René Linke. "They are extremely satisfied with the support provided by our sales and technical customer service. They praise the competence, commitment and friendliness of our employees, who take care of their concerns. Some customers expressly emphasize the long-standing and good cooperation with HOPPECKE and the great trust that we have earned with them".
The response from customers has also been very positive in other dimensions. The customers value HOPPECKE for the quality of its products (94%) and for its competence (93%). 91% of customers agree with the statement "HOPPECKE is a reliable partner". Around 80% of customers say: HOPPECKE understands our needs and requirements and offers us suitable energy storage solutions. 77% of customers find HOPPECKE innovative.
However, the survey of HOPPECKE customers also revealed weak points. "Our customers are less satisfied with individual aspects of our order processing and logistics. We are taking a closer look at them now. However, our customers are least satisfied with our complaint handling and the support services we offer them in the form of product information, software tools and training. We must improve them. To this end, we are currently defining suitable measures which we will implement in the coming months. We will revise our complaint handling process and strengthen our complaint management personnel. We will accelerate our product marketing, improve our website and offer digital tools," explains study director René Linke.
HOPPECKE conducts customer satisfaction surveys at regular intervals and thanks all customers who responded for their support. Customers from Europe and other parts of the world who are served by the HOPPECKE companies in Germany, Belgium, the Netherlands, France, Great Britain, Italy, Spain and Poland took part in the current survey.
Based in Brilon, Sauerland, the company HOPPECKE employs around 2000 people worldwide and operates subsidiaries in 21 countries. The customers of HOPPECKE solutions for the energy storage and supply of trains, ships, forklift trucks and stationary consumers are international.