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Hansel regularly monitors customer and supplier satisfaction. A customer satisfaction survey is performed annually and a supplier satisfaction survey every other year. For our operations in 2021, both surveys were organised in January 2022.
Customers are satisfied with Hansel’s services
The Executive Committee and personnel information event went through the results of the 2021 customer satisfaction survey. The results will be used in the planning of development initiatives with the employees.
The overall customer satisfaction remained high despite the coronavirus pandemic. As in 2020, customer cooperation continued nearly completely online, when the recommendation to work remotely was in place for most of the year. We held many webinars, which gathered a good number of participants. Similarly to last year, customers highlight Hansel’s knowledge of the Act on Public Procurement and Concession Contracts as well as tendering competence, service attitude, and operations of the contact persons as their strengths.
Our customers named the benefits and functionality of joint procurement, as well as knowing the needs of our customers as development targets. Their development has already being going in the right direction in recent years. We promise to continue improving it actively in future.
A total of 414 customers who did business with Hansel during the year replied to the customer satisfaction survey.
- The average score was 4.06 (4.08 in 2020)
- An overall score of 3.50 or better was given by 85% of the respondents (84%)
- 6% of the respondents gave their customer experience an overall score of 2.99 or less (6%)
The performance bonus paid to Hansel employees is linked to the received customer satisfaction feedback.
Good supplier satisfaction – even excellent in parts
The Executive Committee and the weekly meeting of category management went through the results of the 2021 supplier satisfaction survey. The results are used in planning development measures for supplier cooperation with the category managers.
The overall supplier satisfaction remained good despite the busy year of competition and the coronavirus pandemic. As in 2020, supplier cooperation continued nearly completely online, when the recommendation to work remotely was in place for most of the year. In 2021, we organised many joint procurement tendering processes and supplier information events on the implementation of agreements.
The results of the supplier satisfaction survey reveal that similarly to last year, suppliers think that our knowledge of public procurement legislation, procurement competence, and the operation of agreement contact persons are our strengths. Knowledge of the procurement target and the fluency of tendering processes were named as development targets in supplier cooperation.
A total of 174 suppliers who did business with Hansel during the year responded to the supplier satisfaction survey.
- The average score was 3.90 (3.97 in 2020)
- An overall score of 3.50 or better was given by 75.1% of the respondents (82.4%)
- 9.2% of the respondents gave their customer experience an overall score of 2.99 or less (7.6%)
The results of the supplier satisfaction survey have an impact on the incentives paid to the category managers.
Exchange of ideas in customer forums
Our customer forum gathered three times in 2021. The events were held in Teams.
The first forum of the year, organised on 5 February 2021, discussed three topics: how does Hansel take care of its customers, how can influence be measured in tendering projects, and what kind of control businesses does Hansel have in Europe. Maritta Mäkelä, Account Manager, Ilkka Sihvola, Head of Tendering Unit, and Anssi Pihkala, Managing Director, contributed to the discussions.
At the meeting on 4 June 2021, Jussi Kiiski, Head of Materials Management at the National Police Board, spoke about the procurement of the safety authorities, and Jorma Lamminmäki, Procurement Director of the City of Helsinki, spoke about the creation process of Helsinki’s procurement strategy. The strategy work also involved Hansel’s procurement development unit.
The meeting on 15 October 2021 reviewed the preparations of health and social services counties by the persons in charge of the preparation organisations of Central Finland, Pirkanmaa, Satakunta and the City of Helsinki. Jan Finne, CGO of the City of Vaasa, and Pekka Liukkonen, Head of Procurement of the City of Vaasa, presented the city of Vaasa as a contractor now and in future.
The customer forum involved ten members from government organisations inside and outside the scope of budget economy as well as 13 members from different municipal organisations. As a summary for the year, we can state that the forum earned its place as a common information exchange and sparring channel between the customers and Hansel.