To improve performance and meet customer expectations Cramo regularly “listens” to is customers.
Our salesforce and account managers is the primary source for customer feed-back. “Listening” is an essential part of our common and unified sales process.
NPS (Net Promoter Score) is our common methodology to follow up on customer satisfaction on a monthly or bi-monthly basis.
To get deeper insights into rental habits, awareness, loyalty and image we perform an interview based survey targeting the entire customer segment on a yearly or bi-yearly basis.
The “Cramo Ombudsman” is an independent function, separate from the line-organisation and the regular complaint process. The purpose of the function is to listen, and to secure attention to any customer’s ideas or criticism in order to improve our operation.