UrBC, Yekaterinburg, March 9, 2017. Ural Vagon Zavod Corporation’s head plant introduced some changes to its customer feedback research techniques. The changes were proposed by the auditing body Russian Register, the corporation’s press service reports.

A new customer satisfaction survey is now available on the company website under the heading ‘Information for Customers & Supplies’. There are now eleven points to consider rather than just four.

‘A smooth customer satisfaction evaluation system is an important factor in making our produce more competitive, achieving better results, and ensuring customer retention and loyalty. The new assessment technique has been complemented with NPS calculations. The Net Promoter Score (NPS) is essentially an indicator of whether a customer would buy from you again and recommend you to others,’ the press service says.

A customer satisfaction assessment report gets sent to those of the head plant’s divisions that have a direct impact on how happy the customers are with the company performance.

In point of fact, customer feedback evaluation is part of GOST R ISO 9000:2008 and IRIS standard requirements for a company that wants to make sure its business management system complies with the necessary criteria; the practice also gives a company a competitive advantage on the railway vehicle market.