The Fronius Quality Manager for Germany recently conducted an online survey to assess customer satisfaction. The results speak for themselves: The customers surveyed clearly feel that they have a very good relationship with Fronius.
They gave plenty of positive feedback, as well as making some valuable suggestions for improvement.
The majority of those surveyed described the Austrian-based inverter manufacturer as friendly, reliable and service-orientated. "We are delighted with the positive results from the survey. They show that we're on the right track and that our customers feel they can put their trust in us," said Division Head Martin Hackl.
Fronius Offers the Best Technical Hotline in the Market
More than 57 percent of those surveyed said that Fronius offers the best technical hotline in the market. The next best market competitor was far behind with 24 percent. The survey participants particularly valued the friendly manner and expertise of Fronius' employees. The technical hotline is available for all subsidiaries worldwide1 in the language spoken in each particular country. The international scope of the service has a number of major advantages.
"If, for instance, an installer in France has a problem, it is important that he or she can speak to someone in their native language as quickly as possible. The technical hotline is generally available from Monday to Friday and from 8:00 to 18:00, although these times may vary slightly depending on the requirements in different countries. Our customers have been very positive about the system," explains Ernst Prötsch, Head of International Technical Support.
PC Board Replacement – the Key Advantage of the Fronius Service Partner Program
The Fronius Service Partner program has been established in Europe since 2001 and was launched in the USA at the start of 2011. It provides technical training for PV installers so that they are qualified to service Fronius inverters independently.
For the installers surveyed, this training is the key advantage of the Fronius Service Partner program. Thanks to the program, which is the only one of its kind worldwide, they are able to provide the most rapid servicing in the market. Almost 90% of those questioned said that servicing formed part of their everyday work. The second most important aspects of the program were the immediate access to the latest technical information and standards, and the high quality of the training provided.
Further Improvements in Service Quality
Fronius is constantly looking to improve and optimize its outstanding service quality. The survey results were really encouraging and showed that the current improvement process is on the right track.
1Fronius Solar Electronics subsidiaries: Australia, Germany, France, Italy, Canada, Mexico, Switzerland, Slovakia, Spain, Czech Republic, Turkey, UK, USA