Market Survey 2014

Customer Satisfaction & Loyalty

Analysis

Research Design
Overview
Study target:

Measurement of customer satisfaction & loyalty

and identification of important trends

Target group:

Companies with at least 4 trucks in the trade, logistics or

industrial sector

Method:

CATI computer-aided telephone interviews

Samplesize:

Random sample with 3.109 Interviews in 18 countries

Fieldwork:

2014

Disclosure:

Disclosure of Jungheinrich

Announcement:

Letter of announcement was sent out to customers

before start of study

Conduction and
Evaluation of
Interviews:

management consult Dr. Eisele & Dr. Noll

Willingness To Recommend Jungheinrich and Competitors

Recommendation is very likely or likely

88%

79%

Jungheinrich

Competitors

Brand Image of Jungheinrich and Competitors

Evaluated as very good or good

89%

Represents premium quality for new trucks

82%

83%

Offers energy efficient machines

76%

85%

Is competent in logistics consultation

Offers integral logistic solutions

72%

84%
66%

Jungheinrich
Competitors

Future Potential of Jungheinrich and Competitiors

Evaluated as Very good or good
Leading in the field
of innovation
78%

Visionary thinking
78%

69%

Jungheinrich Competitiors

69%

Jungheinrich

Competitors

Information Channels for Purchasing New Forklift Trucks

Multiple Answers Possible
Salesman

63%

Internet presence of the supplier

34%

Online-Shop

10%

Attendance of trade fairs

10%

Search engines such as Google

10%

Brochures/ Flyer/ Catalogue

Online advertising

9%
6%

Articles in professionial magazines

4%

E-mail newsletter

3%

Print advertising

3%

Others

6%