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Customer satisfaction

Wärtsilä continuously develops and deepens relations with its customers. Wärtsilä supports its customers in the design, start up and operation of the equipment and systems it delivers, as the requirements of each customer dictate. Dialogue with customers is vital when developing operations, products and services.

In its most important market areas, Wärtsilä arranges Customer Days for existing and potential customers. These days are used to review subjects of topical interest and to discuss existing and future needs and challenges. In 2010, the Ship Power and Power Plants businesses arranged and participated in close to 200 maritime and energy-related events, international and national seminars, exhibitions and conferences worldwide. These events were visited by thousands of customers, potential customers and other stakeholders such as consultants, suppliers, students, etc.

Wärtsilä uses a Customer Relationship On-Line (CROL®) process for measuring customer satisfaction of the company's sales, delivery and service performance in individual projects and customer relationships. The system requires Wärtsilä to make a self-assessment with the same questions as given to customers, thereby enabling a comparison with feedback from customers. This highlights actions necessary to rectify any issues during the customer relationship lifecycle. Low scores in customer feedback triggers automatic requests for corrective actions. The customer responsible persons are responsible for documenting and carrying out corrective actions, as well as for communicating these to the customers. In addition, the production units, the support functions and various other stakeholders are responsible for taking action regarding feedback that is directly related to their activities. The status and effects of the corrective actions is followed up by upper management on a quarterly basis. During 2010 the system was updated to also track customer needs better and identify opportunities for providing added value to the customers.

The customer opinions collected during 2010 has triggered approximately 500 project/customer specific action plans, which Wärtsilä representatives are working with. The action plans vary from simply agreeing with customers upon a communication plan, to more complex technical problem solving cases. The goal for each action plan is to react on specific customer feedback and to improve customer perception of Wärtsilä.

Wärtsilä measures its performance using a questionnaire, in which customers are asked to comment on statements related to the quality of Wärtsilä products and solutions, the organisation and the professional competence of Wärtsilä employees. The assessment has a scale of 1-10, the highest grade being 10. The overall index of customer satisfaction is used as a Key Performance Indicator for the company.

The average results for the customer satisfaction survey
           
  2010 2009 2008 2007 2006
Ship Power 7.6 7.4 7.4 7.5 7.4
Services 7.9 7.9 7.8 7.7 7.6
Power Plants 8.3 8.1 8.3 8.1 7.9
Sample 1 933 1 859 2 204 1 575 1 477