rail fleet maintenance

VR FleetCare’s customer satisfaction improved significantly in early 2020

25. May 2020
VR FleetCare started measuring customer satisfaction systematically in the last quarter of 2019. Compared to the starting level survey that was completed at the turn of the year, customer satisfaction towards the company improved in all areas. The survey was implemented in April as the coronavirus situation was at its most severe, and the restrictions were at their strictest in Finland and the neighbouring areas in Europe. However, this did not really seem to impact VR FleetCare’s operations.

The company measures the Net Promoter Score (NPS) and Customer Effort Score (CES) with the customer survey. In addition, customers answer questions related to the themes of partnership, cooperation and customer management. Participants are interviewed personally. This time, there were nearly 30 participants who together represent more than 15 companies. 

In particular, the smoothness and ease of cooperation, reliability of operations, competence, professional skills and customer orientation improved from last year according to the newest survey. In general, customers see VR FleetCare as a cooperative, professional and, above all, renewing railway company.  The company is known for its extensive competence and for its knowledge of the operating environment. 

Based on the survey, VR FleetCare will now focus on developing even more customer-oriented service models to ensure that the company will succeed even better on the competitive markets. Retaining its high-standard competence to offer high-quality and safe services is also of utmost importance for the company. 

“Such a big change in the situation surprised us positively. On the one hand, the results show that VR FleetCare is a very young company as an independent operator. However, we believe that the implementation of new operating methods will end up improving our customer satisfaction. We fully expect these numbers to fluctuate somewhat in the future but, based on the interviews, we can show that we have already been able to significantly improve some of the operations.
Peter Guldbrand, Vice President, Sales at VR FleetCare


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