We work closely and openly with you to understand your business goals and meet your needs, as well as collaborate toward innovative long-term solutions.
Organised according to your needs
To bring ourselves closer to our vast range of customers and end users, become simpler to do business with and allow us to innovate faster, we’re organised into four globally operating divisions.
Customer Experience Management
It almost goes without saying that making our customers satisfied is one of our top priorities. After all, your satisfaction is one of our six strategic KPIs. We continually measure customer experience and satisfaction to understand what’s going well, and what we can improve to meet your needs. To do this, we run two global customer experience management programmes: Customer Pulse and ECSS (External Customer Satisfaction Survey).
For both programmes, we closely monitored results to thoroughly understand customer pain points, identify their root causes and make follow-up and improvement initiatives both at a specific and general level.
Customer Pulse
We introduced the Customer Pulse initiative in 2018 to be able to react faster and improve specific interactions throughout the customer journey. Sales and service visits, quotations, information requests, Grundfos Product Center or the Extranet (purchasing portal) are examples of touchpoints where we gather instant customer feedback and measure either ‘overall customer satisfaction’ or ‘ease of doing business with’.
The annual relationship survey – ECSS
For over 30 years, our annual External Customer Satisfaction Survey (ECSS) gathers feedback on key processes and understands what drives customer loyalty and satisfaction.
Our founder Poul Due Jensen once said, “the world is full of problems that can be solved in a better way.” It is a quote that has shaped who we are and how we approach the world. Where some see problems, we see possibilities, possibilities to make a positive and lasting change. Making a difference in ways big and small.
Read more about our partners
Meet our strategic partners and suppliers and see how we work together.