Satisfied customers and suppliers

Hansel regularly monitors trends in customer and supplier satisfaction. Feedback is continuously collected on every framework agreement and customer project. We also commission an extensive satisfaction survey for our customers once a year.

Customers satisfied with Hansel’s services

The latest customer satisfaction survey was carried out in January 2018. The results were examined by the Executive Committee and then used in the planning of improvements together with personnel. The incentives of Hansel employees are tied to customer satisfaction.

The customer satisfaction survey shows that Hansel has succeeded in developing its operations. Overall satisfaction among customers, which was already high, increased significantly from the previous year.

The highest scores were given for knowledge of the Act on Public Contracts and for tendering expertise, service attitudes, and actions by contact persons. Meanwhile, knowledge of customer needs and the benefits of joint procurement were identified as areas in need of development. The marks for both objects of development had improved from the previous year.

The customer survey was answered by a total of 494 customers who had dealt with Hansel over the past year.

• The average score was 4.00 (3.84 in 2016)
• An overall score of 3.50 or higher was given by 83% of the respondents (77%)
• An overall score of 2.99 or lower was given by 6.5% of the respondents (12%)

Automated collection of feedback

In addition to extensive surveys, Hansel collects feedback from its customers and contract suppliers when a tendering process or framework agreement comes to an end.

After the tendering processes for framework agreements and customer-specific tendering consultations, questionnaires are sent to the parties automatically. We also monitor the efficiency of the framework agreements with a survey addressed to customers before the end of the contract period.

The goal is to use the feedback to develop cooperation with stakeholders. With this feedback, any wishes and ideas for development can be taken into account in the planning of future services.

Customer satisfaction is measured on a scale of 1–5, where 5 is the highest and 1 the lowest score. In 2017, the average values for satisfaction were as follows:

• Customer satisfaction with framework tendering processes 4.1 (4.3 in 2016)
• Supplier satisfaction with framework tendering processes 3.4 (4.2)
• Customer satisfaction with tendering consultation 4.6 (4.4)
• Customer satisfaction with framework agreements coming to an end 3.9 (3.8)

Suppliers happy with cooperation

Suppliers’ overall satisfaction improved from the previous survey, carried out in 2016, and the satisfaction level is very good. The number of people that responded to the survey carried out in January 2018 was 203, and the response rate was 32%.

In suppliers’ opinion, Hansel’s strengths include knowledge of the Act on Public Contracts and tendering practices, actions by contact persons, provision of information on framework agreements and tendering processes, and equality of operations. Knowledge of the object of acquisition and smoothness of the tendering process are considered areas for development.

• The average score was 4.00 (3.80 in 2016)
• An overall score of 3.50 or higher was given by 83% of the respondents (77%)
• An overall score of 2.99 or lower was given by 8% of the respondents (15%)

For Hansel employees that cooperate with the suppliers, the results from the supplier survey affect the incentives paid.