Customers and suppliers trust Hansel
Hansel regularly monitors customer and supplier satisfaction. A customer satisfaction survey is performed annually and a supplier satisfaction survey is performed every other year. In 2019, a separate, more concise survey was sent to regional authority customers, because Hansel had served these customers for only four months (starting on 2 September 2019). Feedback is also collected separately for each framework agreement and customer project.
Customers are satisfied with Hansel’s services
The most recent customer satisfaction survey, which pertained to our work in 2019, was carried out in January 2020. The results were reviewed by the Executive Committee, and they will be utilised in the planning of development initiatives with the employees.
Overall customer satisfaction remained high despite the major changes in the operating environment. The practice applied to joining in agreements was changed in the summer, and KL-Kuntahankinnat and Hansel were merged in the autumn. The employees managed to retain their positive service attitude during these changes, and they responded well to the requirements of the new, more extensive clientele.
The highest scores came from knowledge of the Act on Public Procurement and Concession Contracts and tendering, a good service attitude and the operations of the contact persons. Development areas named by the customers included knowledge of customer requirements and benefits from joint procurement.
A total of 376 customers who did business with Hansel over the course of the year replied to the survey.
- The average score was 3.90 (4.00 in 2018)
- 78% of the respondents gave their customer experience an overall score of 3.50 or more (83%)
- 11% of the respondents gave their customer experience an overall score of 2.99 or less (6.5%)
The incentives paid to Hansel employees are linked to the customer satisfaction survey feedback from government agency customers. However, the separate survey to the regional authorities did not have an impact on this year’s incentives.
Suppliers are satisfied with the cooperation
The overall supplier satisfaction remained extremely high. A total of 124 people replied to the survey in January 2020. The response rate was 21%. The suppliers listed Hansel’s strengths as operations of the contact persons, knowledge of the Act on Public Procurement and Concession Contracts and tendering practices, as well as the equality of Hansel’s operations. Development areas named by the suppliers included knowledge of procurement objects and fluency of the tendering process.
- The average score was 3.97 (4.00 in 2018)
- 82% of the respondents gave an overall score of 3.50 or more (83%)
- 8% of the respondents gave an overall score of 2.99 or less (8%)
Results of the supplier satisfaction survey influence the incentives paid to all Hansel employees who work with suppliers.
Continuous feedback collection
In addition to more extensive surveys, Hansel collects feedback from its customers and contractual suppliers in connection with tendering projects and at the end of each joint procurement project. Feedback surveys are automatically sent to all the parties involved in a joint procurement tendering project or customer-specific tendering project. We also monitor the performance of joint procurement by sending a survey to the customers before the end of each agreement period.
We use the feedback to develop the cooperation, and collect development requests and ideas that can be taken into account when planning future services. The scores that measure overall satisfaction were as follows in 2019 (on a scale of 1–5):
- Customer satisfaction in joint procurement tendering: 3.7 (4.1 in 2018)
- Supplier satisfaction in joint procurement tendering: 4.0 (3.4)
- Customer satisfaction in customer-specific tendering: 4.6 (4.6)
- Customer satisfaction in concluded joint procurement projects: 3.6 (3.9)
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