The Customer Survey, conducted for TOMRA Mining’s Service Team by market research company B2B Research, revealed a standout level of overall satisfaction with a remarkable average score of 6.3 on a 7-point scale and an outstanding Net Promoter Score of +57 – significantly higher than the typical scores in B2B sectors.
This extremely positive feedback is a testament to the Service Team’s dedication, technical expertise and partnership approach to supporting its customers. It demonstrates the unique strength of TOMRA Mining’s Service as a key element of its success.
TOMRA Mining sees service as a critical element of its offer to mining operations and is constantly evaluating the best way to support its customers by listening to them. As part of this effort, it has engaged B2B Research, a reputed Business-to-Business market research company, to conduct a Customer Survey in 2018 and a second one in the first quarter of 2024 to assess the quality of its service and collect feedback from customers.
The surveys covered the different aspects of TOMRA Mining’s service activities – from the back-office’s availability and the competence of its technical support team to the quality of work of its service engineers. The respondents represented a variety of roles within the customers’ organizations, including maintenance, operations, plant and process management, parts sourcing and service planning.
