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
72%

84%
Offers integral logistic solutions Jungheinrich
66%
Competitors
Future Potential of Jungheinrich and Competitiors

Evaluated as Very good or good

Leading in the field Visionary thinking

of innovation
78% 78%

69% 69%

Jungheinrich Competitiors 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 9%

Online advertising 6%

Articles in professionial magazines 4%

E-mail newsletter 3%

Print advertising 3%

Others 6%