Sustainability Report - 2017 - 24.5.2018-compressed - Page 23



CUSTOMER SATISFACTION
AND RESPONSIBLE MARKETING
We have to keep customers satisfied: it is the
foundation for repeat business and enduring relationships. We measure customer satisfaction
at the beginning of our contractual relationship
and at the end of a planned life cycle. In the End of
Lease survey, we ask customers to rate how well
the return, lease extension or buyout process
worked, and what they would improve in the process. This approach has given valuable feedback
that we use to improve our services. We also
ask them to rate their overall satisfaction with
3 Step IT. In our latest survey at the end of 2017,
49% were totally satisfied and 43% were fairly
satisfied, a result that reflects our dedication to
serve our customers well.
To ensure responsible marketing and sales
communications, we have centrally produced
communication materials reviewed annually,
and independently checked to ensure accuracy.
Marketing materials are developed in collaboration with the development team, especially Product Management. Whether fact sheet, brochure,
information on 3stepit.com, centrally managed
PowerPoint materials, etc., the facts are checked
before the item is finalised and published.
In 2017, there were no incidents of non-compliance concerning product and service information
or marketing communications.
90%
92%
of our customers rate our
EXTENSION PROCESS
as Excellent or Good
overall
customer
satisfaction
90%
90%
of our customers rate our
RETURN PROCESS
as Excellent or Good
of our customers rate our
BUYOUT PROCESS
as Excellent or Good
23

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