The Voice of the Customer - Reliability and Relationship

Wärtsilä creates added value for its customers by providing products, solutions and services that fulfil their needs and expectations. The development of high-quality, reliable and environmentally sound solutions and services depends on long-term collaboration and continuous interaction with customers. We provide our customers with service throughout the product life cycle, thus ensuring optimal performance during the product’s lifetime. The modernisation of installed products can also extend their service life.

Customer satisfaction

Wärtsilä always puts the needs of our customers first. We show this by carefully listening and acting upon our customers’ feedback, at both operative and management levels. We place great emphasis on earning our customers’ long-term trust by keeping its promises. While challenges may arise at any time in our business, relationships are strengthened by focusing on our customers. We observe our customers’ perception of loyalty and satisfaction by applying a Net Promoter Score methodology, NPS. The results are monitored on a monthly basis and the last three years show considerable improvements.

Our customers’ feedback on project deliveries and the operation of their installations, are welcomed. To know what works and where to improve, as well as understanding our customers’ operational environments, is critical in developing the company’s products and services. To ensure our customers’ needs and expectations are met, we collect feedback during different events, activities, and interactions with our customers Percentage of employees receiving regular performance and and act upon that feedback.

© 2021 Wärtsilä