Table 1. Forchem’s overall rating.

With the exception of Scandinavian and Finnish customers, the most important criteria in choosing a partner were almost always quality and price, followed by delivery performance, customer service and security of deliveries.

Scandinavian customers clearly give more weight to softer values, such as customer service and product qualities. Their ranking was as follows:

1. Security of supply/Quality of customer service
2. Delivery performance/Professionalism of staff
3. Uniqueness of the product

For Finnish customers, the most important factor by far was customer service, which was rated as number one by 60% of the Finnish respondents.

Quality of the products and consistency of quality received excellent ratings. Interestingly, the price/quality ratio was found to be average. Customers in the South European, Scandinavian and Benelux countries are most dissatisfied with the price of Forchem’s products and do not find them very competitive.

Customers most appreciate that they receive a high-quality product in a timely manner and at a competitive price. They also appreciate competent customer service and sales personnel. The results of the survey show that Forchem’s continuous and persistent development work is paying off.

Olli Mähönen
European Sales Manager
Member of Forchem’s management board