Customer satisfaction

Hansel regularly monitors trends in customer and supplier satisfaction. Feedback is collected from customers and suppliers through surveys conducted every eighteen months, in order to improve the company’s operations. The latest satisfaction survey was carried out in January 2014 using an online questionnaire. The outcomes of the survey will be examined by the Executive Committee and then used in planning improvements together with personnel.

According to the customer satisfaction survey, Hansel has succeeded in developing its operations in a favourable direction. The overall satisfaction rate of Hansel’s customers was 3.84 on a scale of 1–5. Customers appreciated the professional competence of Hansel’s specialists, particularly in the competitive tendering process and procurement legislation. High scores were also given for Hansel’s service mindset, reachability and corporate communications. Meanwhile, knowledge of the object of procurement and of customer needs were identified as areas in need of development.

A total of 502 customers replied to the customer survey, and responses were received from all branches of public administration. The largest numbers of responses were received from the administrative branches of the Ministry of Education and Culture, the Ministry of Employment and the Economy, and the Ministry of Finance.

Contract supplier satisfaction will be the subject of a survey in spring 2014.