Quality and Customer Satisfaction

Quality Policy

Our aim is to provide our customers products and services with mix of performance, reliability and convenience to best fulfill the needs of the customers.

We regularly measure customer satisfaction, the performance of our internal processes, the learning and professional growth of Vaisala employees and the financial performance of the Vaisala Group.

Managers on all levels systematically and continuously measure, review, and take action to improve our quality performance.

Specific quality goals and targets are defined in the strategies of the market segments. The cross-functional work for continuous quality improvement is steered by the Quality Council. 

Every Vaisala manager is responsible for the quality performance in the segment, function, project and business process of his or her own.

Every employee is responsible for his or her own quality performance in the business process.
 
Quality Policy

 

Reliable Customer Experience Requires Constant Attention

Customer feedback is very important for us, and we appreciate the time and effort customers take when giving their view on our performance. Analyzing how we have succeeded compared to the expectations allows us to investigate gaps and develop our operations.

We invite customers and other stakeholders to give feedback in several different ways: We provide short and to-the-point surveys e.g. after service cases, deliveries and training sessions. Additionally, we conduct an annual customer satisfaction survey comprising of telephone interviews with key customer contacts from around the world.

The customer satisfaction survey results steer our improvement efforts across our entire operation. We want to align our internal measures with what customers expect from Vaisala. When we focus on the areas that matter most to our customers, we can continue to deliver the quality that our customers expect.

Annual Customer Satisfaction Survey 2016

In 2016, over 600 customers and representatives participated in a telephone survey conducted by an independent agency. According to the results, we are on the right track in improving delivery performance, responsiveness, quality, calibration and repair turnaround times as well as problem handling, and we want to continue these efforts.

Innovation and Renewal through Research and Development

Based on the 2016 survey, Vaisala customers are overall very satisfied with product quality and reliability. We are happy to receive this good feedback, as these themes are extremely important for us. To meet the expectations also going forward, we continue investing in our research and development (R&D).  In 2016, the R&D expenses totaled EUR 38.0 million, representing 11.9% of net sales. Read more about Vaisala's new product releases in 2016.

Improved Delivery Performance Appreciated by Customers

Based on the customer feedback from the previous years, we have systematically focused on improving our delivery performance. During 2016, our on-time delivery rate was at 98%. This year’s survey shows this improvement has been well received by our customers; 98% of the interviewed expressed satisfaction towards the delivery performance.

Focus on Improving Online Service and Support

One improvement area highlighted is ease of contacting Vaisala. We want to be more easily accessible, and further improve the customer experience.

A big part of this is developing the online support and services we offer. To that end, we launched MyVaisala support portal in 2015. The portal allows customers to create and track their service requests and sales orders 24/7. We have also expanded the Vaisala Online Store into new countries, and included calibration and repair services to it.

Going forward, we will continue to listen to our customers, and further develop the online tools and the availability of our offering. We recognize that today's good enough will not be good enough tomorrow. We want to always improve our performance to ensure both our and your future success as our customers. Your opinion is important to us. You can discuss the survey or anything else concerning your relationship with Vaisala with your local contact.

97
%

OF CUSTOMERS SATISFIED WITH VAISALA OVERALL

98
%

OF CUSTOMERS SATISFIED WITH PRODUCTS

98
%

OF CUSTOMERS SATISFIED WITH DELIVERY PERFORMANCE

600
+

CUSTOMERS INTERVIEWED IN 2016