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Customer Service Questionnaire - Aerzen

Aerzen Machines Ltd is a subsidiary of Aerzen Worldwide and is based in Loughton, Essex. They are one of the leading application specialists with regard to compression of gases using energy efficient production processes and produce turbo blowers, screw compressors, rotary lobe compressors, rotary piston gas meters and positive displacement turbo blowers. Aerzen Worldwide have a history dating back to 1864 and now have subsidiaries in Asia, Australia, Middle East, Africa, South America, North America and throughout Europe.

Aerzen Machines Ltd approached Mackman Research to conduct a customer perception survey on behalf of the company. The study was carried out to help Aerzen identify areas for improvement and to establish more insight into current service levels across the company, detecting strengths for the business and where future developments are required. The survey also sought comments and perceptions on Aerzen's marketing activity.





Exploring customer perceptions

In collaboration with the Marketing Manager at Aerzen, Mackman Research designed a questionnaire based on the key objective; to help assess customer service and measure customer perceptions across their business. The survey consisted of closed and open questions.

Survey participation was in the form of an online survey. Clients were invited by email to take part in the survey and informed that they would be entered into a prize draw where one participant would win £250 of Amazon vouchers.

Aerzen provided Mackman with their customer contacts and Mackman sent invitation emails to everyone on the list and this was followed up with two subsequent reminders.

The Results

There was a good response to the survey with clear-cut findings confirming Aerzen's technical strengths and product quality. The results showed very good levels of overall satisfaction and more detailed conclusions and comments revealed how Aerzen can improve their products and services in the future. The findings also give views on Aerzen's advertising and marketing and provide competitor information for the business.

Aerzen Machines was delighted with the work undertaken by the Mackman Group. Each part of the project was undertaken in a timely and professional manner. The results were presented in a user friendly format, with any questions being answered in fully. I would highly recommend Mackman Group and look forward to working together on future projects.

Sue King, Marketing Team - Aerzen
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