World Grain - December 2008 - 79

SUPPLIERNEWS

Buhler customer satisfaction survey
results outpace national average
PLYMOUTH, MINNESOTA, U.S. - Buhler Inc., the North
American subsidiary of Switzerland-based Buhler AG, announced
on Nov. 11 the achievement of Customer Satisfaction Index (CSI)
and Net Promoter Score ratings that exceed national averages.
Strategic Performance Group, LLC (SPG), a St. Paul, Minnesota,
U.S.-based independent consulting and research group, conducted
the annual Customer Satisfaction Survey.
"Buhler is regarded as a premium brand and, as such, customers
expect world-class quality," said Rene Steiner, president, Buhler
Inc. "The best way to assess our success in fulfilling this promise is to simply ask our customers. With this objective in mind,
we initiated an annual Customer Satisfaction Survey in 2007 to
serve as our primary measure of success. Our Customer Satisfaction Survey is intended to measure our performance relative
to customer expectations and is absolutely critical to ensure that
we understand our customers' needs and that we can continue to
improve our ability to deliver value day-in and day-out. We are
encouraged by the improvement demonstrated by the latest survey
results, but we can do better and must continue to improve. We
realize that our customers are constantly pressed for time, so we

fully appreciate everyone who participated in this survey. Only
through this kind of communication and commitment to a collaborative spirit can we continually improve. In the end, this commitment benefits both parties. We are grateful that we have this kind
of relationship with our customers."
Buhler engaged SPG to develop and administer an annual Customer Satisfaction Survey in the fourth quarter of 2007 as a means
to provide a benchmark upon which to measure continuous improvement. With the completion of the 2008 survey, Buhler now
has its first full year of results.
Compared to other suppliers, Buhler received their highest CSI
ratings in the following areas:
* conducting business in a professional manner;
* quality of equipment and parts; and
* technical expertise of staff.
Overall, 87.8% of sales (equipment and engineering) and 91.7%
of service customers indicated that they are receiving the value
they expect relative to the price paid.
For more information on this development, visit the supplier
update section of www.world-grain.com.

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For more information, see Page 82.

80

December 2008 / World Grain / www.World-Grain.com



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World Grain - December 2008

Table of Contents for the Digital Edition of World Grain - December 2008

Contents
World Grain - December 2008 - 1
World Grain - December 2008 - 2
World Grain - December 2008 - 3
World Grain - December 2008 - Contents
World Grain - December 2008 - 5
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