Customer Satisfaction is our Driving Force

At HANNING & KAHL, one thing is crystal clear: our customers are our top priority – not only in our organigram, but also in our daily activities. Our motto “Friends buy from friends” is more than just a slogan – it embodies our corporate culture. To ensure that we live up to this claim, we carry out regular customer surveys – with the last one being in December 2024.  By Christian Schmidt

Participation and availability

In comparison to earlier years, participation went down in 2024: whereas in 2020, 113 customers took part, only 60 did this time round. In spite of increased attempts to contact customers, availability was a challenge – something which we would like to analyze in more detail and improve in the future. The more customers take part, the more sound the image we get of our performance.

Excellent results in key areas

The good news: overall customer satisfaction remains high! The competence of customer contacts at HANNING & KAHL, the high quality of the services we provide, clear communication and the quality of our products garnered particular praise.

Our staff were particularly lauded for their professional expertise, problem-solving approach and their friendly manner. We are extremely pleased that our customers feel well advised and understood by HANNING & KAHL – this is a key element of our self-conception.

Once again, product quality was confirmed as a HANNING & KAHL main strength – and this is something we are proud of!

Where we wish to improve 

While we greatly appreciate the positive feedback, we take the improvement potential identified very seriously. Our customers currently see the greatest challenge in two areas:

Swifter quotation preparation: while the quality of our quotations is deemed very good – in particular with regard to thoroughness and consideration of individual requirements – many customers would like faster processing. 

Reliable adherence to delivery dates: in the last years we have taken specific measures to improve deadline compliance – with tangible success: while in the years 2022–2023, 75 % of our customers still faced delays in deliveries, and 25 % of those with considerable limitations, the situation has now improved for around 50 % of the customers concerned.

Thank you very much for placing your trust in us!

A huge “Thank you” to all customers who took the time to complete the survey! Your feedback is a major signpost for us – after all, you can only improve if you listen.

To all those customers who we did not reach in December: we welcome your feedback at any time in direct dialogue.

Our goal is and remains: Maximum Customer Satisfaction – Day in and Day out!