Keeping Promises – Heat Treatment Customer Satisfaction


26.01.2015

Heatmasters Heat Treatment Customer Satisfaction – 2014

Heatmasters – the wizards of metal – made a temperature check about heat treatment customer satisfaction at the end of the year 2014 – and the results were stunning.

Almost one hundred North and Central European customers participated in the customer satisfaction survey lifting the response rate to 44%.

Replies were received from power plants, oil refineries, pulp & paper factories, piping installations companies, boiler & process equipment manufacturers, steel product suppliers, and machine shops.

The survey was focused on Heatmasters’ core service business segments: on-site heat treatment, furnace services at Heatmasters’ locations as well as after-sales services related to Heatmasters’ state-of-the-art furnaces and equipment.

Measurement was concentrated into seven key service indicators:

  • keeping promises
  • staying on schedule
  • flexibility in service
  • know-how of personnel
  • ease of communication
  • quality of customer service
  • quality of documentation

Stunning Results

Europe-wide the customers of Heatmasters gave on average 3,9 points out of a maximum of four related to “keeping promises”. President and CEO of Heatmasters, Ilkka Mujunen, says: ”This really shows the strong commitment of our personnel towards our customers’ tight requirements. I know that our wizards are doing a good job out there, however, this was a surprise. This means that 97 out of 100 customers rate our reliability and keeping promises to an excellent level. Unbelievable!”

Results related to other service indicators were also on a very high level. The average for all the heat treatment customer satisfaction ratings including all the different indicators in the survey was over 3,7 points on the scale from one to four, one being poor and four being excellent.

Hannu Sippus, Sales and Marketing Manager: ”Our team wants to thank all the participants. Heatmasters is continuing customer satisfaction measurement as part of our continuous development and quality management programme. As a next step, we will publish the summary of the feedback from our furnace, equipment, and spare parts customers.”

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