Committed to customer satisfaction

2 december 2019

Customer survey shows improved satisfaction rates, development projects underway

As part of our continuous efforts to listen and learn from our customers, we have recently carried out an extensive customer survey across the EMEA region.

Over 1400 respondents from 20 countries expressed their level of satisfaction with Omron, our performance compared to other manufacturers, as well ranking the importance of the different aspects of Omron’s service.

Using the voice of customer from the survey, Omron has already started several projects on European and local level that focus on improving the important topics raised by our customers.

Here are some highlights of the findings from the survey:

• Our average customer satisfaction rate based on the survey is 8.29, higher than the benchmark rating of 8.1. Customers were especially pleased with our product quality, technical support and the quality of our training.
• 81% of the respondents believe that Omron makes its customers happy by keeping our promises.
• Customers experience Omron as a reliable, flexible and proactive organization. This is also highlighted by a high Net Promoter Score (NPS) of 38%, which rates higher than the industry benchmark of 23%.
• The main reasons for recommending Omron are related to product quality and service, mirrored in the main reasons to do business with Omron, which are product quality, long-term relationship and contact with staff.

Following Omron’s mission statement “to improve lives and contribute to the society”, Omron has made a donation to the World Wildlife Foundation (WWF) for each questionnaire filled in.

If you would like to give us feedback regarding product quality, technical support or customer service, please contact us.