Customer satisfaction

  • Consistent customer orientation is the basis for product development, service, and quality assurance
  • 72 awards in the reporting year for customer satisfaction and product quality confirm positive reputation worldwide

Consistent customer orientation

Part of GNFK StartThe Schaeffler Group uses a Global Key Account Management () system to shape its customer relationships worldwide according to standardized principles. The works closely with the regional and divisional sales functions of the , , and business divisions. The necessary expertise is pooled from the relevant divisions for key customers. All major customers have a dedicated contact person who takes care of all of their concerns according to the “one face to the customer” principle. Customer satisfaction surveys are conducted at regular intervals. The results are reported to and monitored by the Executive Board.

As an additional tool to further control customer relationships, the Schaeffler Group uses “customer relationship management” software, which has displayed system architecture across divisions since 2019.

To communicate with customers, the Schaeffler Group attends international trade and consumer fairs and organizes individual customer events such as the Schaeffler Colloquium. These traditional communication tools have been largely restricted as a result of the coronavirus pandemic. The focus is now on virtual trade fairs and events, digital showrooms, and multimedia trade communication with a growing percentage in social media.Part of GNFK End

Winner of multiple awards

72

awards for customer satisfaction and product quality

Every year, the Schaeffler Group receives numerous awards for customer satisfaction and product quality from its customers. The company sees this as an indicator of its positive reputation in global markets. In the reporting year, the Schaeffler Group received 72 (prior year: 66) awards.

For example, General Motors, a globally operating US automobile manufacturer, awarded 13 Schaeffler Group plants for outstanding quality performance.

GKAM
Abbreviation of “Global Key Account Management”: responsible at Schaeffler for expanding customer relationships worldwide according to uniform principles.
GKAM
Abbreviation of “Global Key Account Management”: responsible at Schaeffler for expanding customer relationships worldwide according to uniform principles.
Automotive Technologies
In the Automotive Technologies division, the Schaeffler Group offers expertise as a reliable partner to nearly all automotive manufacturers and important suppliers for the complete drive train – for the motor, transmission, chassis, and auxiliary units in passenger vehicles and commercial vehicles.
Automotive Aftermarket
With its Automotive Aftermarket division, the Schaeffler Group is represented worldwide in the spare parts business, offering both products and services.
Industrial
Division of the Schaeffler Group that includes the business with customers in the mobility, production machinery, energy and raw materials, and aerospace sectors.

GRI

GNFK