Customers rated the MCB Group on average with an 8.4, according to the large-scale customer satisfaction survey conducted in collaboration with Integron in 2022. "Although we score better than the average wholesaler in the Netherlands (whose score is 8.2), our score is not what we had hoped for," explained Erik Spikmans. "Our goal of achieving a 9+ in 2022 was not achieved." We interviewed the Sales Director of MCB Netherlands about the results and next steps.
In such a customer satisfaction survey, questions are asked about products, operations, and logistics on the one hand, but also about service aspects such as contact with the back office team, the functioning of a web portal, and complaint handling. A 9+ can only be achieved if you score more than good on all these aspects. At MCB, we consider all these aspects equally important.
Why does MCB Group want to become a 9+-rated organisation?
Erik starts off: "It is important for a market leader to be distinctive compared to the rest of the traditional metal industry, and that is why we want to score excellently on all aspects. Our business is no longer just about trading products. Providing service and sharing knowledge is in our DNA and this is how we really help our customers further. We hope to hear this from customers in such a survey with a 9+ score. In our personal lives, we are used to treating each other in a personal way, and it suits us to apply this in the business world as well. We want to give our customers that "WOW effect."
What are the biggest challenges to becoming a 9+?
"Looking at ourselves, it turns out that continuing to communicate proactively at times when our performance weakens is a point of attention. Making mistakes is certainly allowed, we learn from them, and sometimes we naturally have to deal with situations beyond our control, such as the recent cable break at KPN or heavy snowfall. But precisely then, it is important to keep everyone well informed and to make good internal agreements about how and when we communicate. Good cooperation between our warehouses and offices is therefore essential."
To what extent have external factors influenced the 2022 customer satisfaction survey?
"The score is 0.1 points lower than last time. External factors, such as scarcity, the COVID-19 crisis, and the war in Ukraine, certainly also make it difficult for us at times. Customers give feedback that our 'performance' sometimes weakens when times get tough. That is a signal for us that it is necessary to communicate even better then."
How can MCB still become a 9+-rated organisation?
“Currently we score an 8.4; a good grade. However, I am convinced that we can achieve our goal of becoming a 9+-rated organisation. Among other things, we will focus on our complaint handling. To this end, we took the first step in 2021 with the establishment of the Customer Care department and improvements in this area are high on our list.”
What can you say about the 2022 results compared to previous surveys?
“We really need to look in the mirror. The score has remained the same since 2015. This means that not all aspects of our services have been able to improve. As mentioned, the handling of complaints remains a recurring theme. We will once again be a focal point.”
What steps do you take as a result of this result?
“Firstly, all participants received feedback. In addition, we are currently drawing up an improvement plan based on customer feedback. Before we implement these improvements, we of course test whether they meet the needs of our customers.”
Erik end with a positive note: “Despite the fact that we have to work on complaint handling, we still receive a good grade and are still above the 'Wholesale' benchmark. That gives us confidence for the future."
Contact
Together, continuously improving: that is our motto. Would you like to share your thoughts about improvements? Then we cordially invite you to contact marketing@mcb.nl.