Customer satisfaction

Consistent customer orientation

Part of GNFK StartSchaeffler uses a central Global Key Account Management system (GKAM) to shape its customer relationships worldwide according to standardized principles. The GKAM works closely with the regional and divisional sales functions of the Automotive OEM, Automotive Aftermarket, and Industrial business divisions. The necessary expertise is pooled from the relevant divisions for each key customer. Every major customer has a contact person who takes care of all of his or her concerns according to the “one face to the customer” principle. As a non-financial performance indicator, customer satisfaction is reported to the Executive Board during the year and monitored by it.

As another control instrument, Schaeffler is using “Customer Relationship Management” software in order to shape its customer relationship. Since 2019, it has mapped a cross-divisional system architecture.

Schaeffler uses international trade and consumer fairs and organizes individual customer events such as the Schaeffler Colloquium as classic tools to communicate with customers.Part of GNFK End

Global expansion of the spare parts business

Schaeffler wants to serve its customers worldwide even faster and more reliably, thereby further increasing the level of customer satisfaction and loyalty. To this end, the Automotive Aftermarket division is investing heavily in the global expansion of its logistics infrastructure.

The Automotive Aftermarket division continues to rely on digital tools such as a global product and service platform or the expansion of the services offered for garages with the REPXPERT app. In addition, it is further developing its e-commerce and account-based marketing activities for even closer integration of marketing, sales, and services.Part of GNFK End

Winner of multiple awards

Part of GNFK StartIn 2019, Schaeffler received 66 awards for customer satisfaction and product quality. Schaeffler sees this as an indicator of its positive reputation in global markets.Part of GNFK End

Schaeffler was named “Supplier of the Year” in March 2019 by NEXUS Automotive International, a global association of leading automotive aftermarket parts dealers. This was in recognition of the successful and trusting collaboration with the Schaeffler Automotive Aftermarket division since the establishment of the trade cooperation in 2014.

Schaeffler received further awards as the “Supplier of the Year” in the automotive aftermarket from the global trade cooperation TEMOT International and GROUPAUTO International.