Customer satisfactionMeasuring customer satisfaction is an important tool in terms of the development of operations and collaboration. Tikkurila has been surveying the satisfaction of customer groups on a local level for years. Tikkurila’s paint brands are valued in their market areas.
Surveys conducted in FinlandTikkurila conducts annually a customer satisfaction survey to measure the satisfaction of B2B customers – retail, professionals and industry – about Tikkurila's operations in Finland, and to collect feedback to develop operations. The fields to monitor include products, service level, supplementary material, professional skills and supporting of customers' operations. Based on the results, the satisfaction of all customer groups has improved compared to the previous survey, especially Tikkurila's products and supplementary materials are valued.
In 2012, Tikkurila carried out for the first time the same customer satisfaction survey for consumers. Based on the results, Tikkurila is the most well-known paint brand in Finland. The Finnish customers are satisfied with Tikkurila's products, especially with the quality and usability of products and wide selection.
According to the Finland RepTrak Pulse 2012, a study conducted by the Reputation Institute, Tikkurila has a strong reputation in Finland. Tikkurila shared ninth place on the list of the most reputable Finnish companies. More than 2,500 Finns participated in the study. The RepTrak Pulse study is to measure corporate reputations, based, among others, on stakeholders’ attitudes, the companies' products and services, financial performance, leadership, innovativeness, employer image and corporate citizenship.
Surveys conducted in ScandinaviaThe customer satisfaction surveys help Tikkurila also in Scandinavia to identify, measure and develop the company success factors. In 2012, Tikkurila carried out a customer satisfaction survey in Sweden, Norway and Denmark targeted for retailers, painting professionals and industrial customers. Based on the results, the customer satisfaction of these target groups has slightly improved in all three countries in 2012.
Surveys conducted in RussiaAccording to a brand awareness study, carried out in 2012 in Russia, Tikkurila paint brand is the most well-known paint brand in Russia. The Russian consumers value, among others, Tikkurila's wide selection and quality of products as well as company's reliability, stability and innovativeness. The survey was conducted in 14 cities in Russia, and approximately 45,000 people participated in the study.
Surveys conducted in PolandCustomer satisfaction surveys are an important tool also for Tikkurila in Poland. In 2012, Tikkurila's brand awareness was studied among construction companies, architects and consumers. The surveys were conducted by market research companies in Poland.
According to the studies, the brand awareness of Tikkurila is on a high level among the architects, and fairly high among the construction companies. Every seven professional painter would recommend Tikkurila paint brand. Among the consumers, the brand awareness of Tikkurila's brands in Poland has improved during the last years, but there is still a gap to the key competitors.