Again Industry Leader

We are no. 1 when it comes to customer satisfaction

Management Consult, an independent market and opinion research institute, interviewed a total of 3.100 people as part of a customer satisfaction survey in 2014. Both Jungheinrich customers and non-customers were included and, for the first time, companies from China also took part in the survey. The result: On average, 87 percent of the respondents are satisfied with our products and services, 88 percent would recommend us to other companies.

Your opinions, wishes and needs are very important to us. This is why we have been successfully carrying out regular customer satisfaction surveys since 1998. As in 2011 we have again achieved the best score in the industry in this year’s survey. We would like to thank you for your confidence in us. We see this result as a strong motivation for the future.

The results of the survey show that: For the companies surveyed, a customized consultation combined with a high level of industry expertise, is of great importance. These days, fork lifts are chosen according to how well they adapt to processes on site. The supplier which is able to provide reliable and outstandingly robust trucks will be the one which earns the customer's trust. In the current customer satisfaction study, we have achieved consistently high satisfaction scores in the categories specifically associated with this.

Suitable solutions for future challenges

A high percentage of the surveyed companies also plan to automate their warehouses in the coming years. As a result, there will be an increasing demand for both full and partial automation solutions which lead to cost and efficiency improvements. The Management Consult survey shows: We are seen as having the greatest level of technical expertise, thanks to our wide range of intralogistics solutions, which includes everything from automatic pallet and small parts warehouses to driverless transport systems.

Another important trend according to the survey is the matter of energy efficiency. That we are well equipped for this trend is not only demonstrated by the survey results. Further proof is available in the form of our success at the IFOY Awards 2014 in the category 'Counter Balanced Trucks more than 3.5 tonnes'. We received the award at CeMAT, the world's leading intralogistics trade fair, in Hanover. The independent jury was particularly impressed by the combination of highest handling performance with lowest energy consumption demonstrated by the EFG S40s electric counterbalanced fork lift truck.

We want to get even better

The survey also indicates that it has become much more difficult to stand out from other providers, because many companies perceive fork lift trucks in the premium segment as interchangeable. For this reason, in the future we will focus more firmly on the fundamental pillars of our company – a holistic approach, sustainability and the advantages of direct sales – and devote even more energy to our various business units.

In particular, we are investing heavily in research and development so that we can continue to offer you product innovations at the highest level. Fundamental to our success in this area is to know and understand your very specific requirements. The key to this is to further strengthen our sales structures, for example by expanding sales capacity and providing our sales representatives with industry and product-specific training. The goal: We want to stand by your side in the long term as a reliable intralogistics partner, continuing to work with you to develop custom solutions for your specific challenges.

So one area we are focusing on is the management of complaints. Although certain processes have been implemented in this area since the last survey in 2011, some of the respondents mentioned that there is still room for improvement with respect to the handling time. We are grateful for this valuable feedback and promise to further improve our existing processes.

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