LP Group develops its B2B business with voice of the customer
LP Group develops its B2B business systematically by listening to customers. The annual customer survey conducted with Dagmar provides an up-to-date view of the customers’ current and future needs and supports decision-making proactively. The results are reflected in improved customer satisfaction and competitiveness, even in the form of new product development ideas.
The Finnish LP Group is the leading industrial partner in the Nordic countries in the contract manufacturing of steel parts. The company helps its customers improve their productivity and efficiency by providing end-to-end solutions. LP Group provides everything from idea to design and production, from assembly to logistics. For an industrial partner, delivery reliability, quality and smooth cooperation are key success factors. Developing them requires a strong understanding of the customer. However, in B2B business, systematically monitoring the customer experience is not always self-evident. For LP Group, it forms a solid foundation for the entire business.
For us, customer satisfaction is not just an indicator, but the foundation of our business. As a subcontractor, our success depends directly on how well we are able to meet our customers’ expectations.
We want to develop our operations in a genuinely customer-oriented way and better understand our customers’ needs, expectations and future direction
How are B2B customers listened to?
For several years, Dagmar’s Insight team has carried out a customer survey for LP Group, which comprehensively maps the company’s operations, smooth cooperation, product quality, and customers’ experiences and wishes, among other things.
The study covers all of LP Group’s units: Nummela, Kangasniemi, Kiikala and Skillingaryd, Sweden, and combines qualitative and quantitative data. In addition to numerical data, the study produces open feedback, which also helps to identify weak signals. The results are reviewed together and based on them, it is assessed which areas need development, what should not be changed, and how customers’ future needs can be anticipated.
When the survey is conducted annually, the development of customer satisfaction and the effects of the measures taken can be monitored systematically.
How will the results be utilised?
LP Group will systematically address the feedback received. For example, when a previous study revealed challenges in keeping delivery times and proactive communication, investments were made in developing them. Already the following year, customers felt that the security of supply and the reliability of operations had clearly improved.
In the B2B world, this is a significant improvement in competitiveness, as delivery reliability has a direct impact on customers’ own production.
“It has been great to see how wonderfully research is translated into action at LP Group. Customers are listened to with a sensitive ear and their expertise is utilised in product development and planning the future of the business.” says Johanna Toivonen, Lead Strategist, Insight team, Dagmar.
The study also serves as an idea bank. According to LP Group, the best development ideas related to machinery and investments often come from the company’s own customers.
As a whole, the customer experience and customer satisfaction have developed positively in almost all areas, which indicates that systematic customer listening and the measures taken on the basis of it produce measurable business benefits.
Cooperation with Dagmar has been smooth and professional. They actively bring development ideas and improvement proposals, which have enabled us to develop measurement and gain even more business benefits from the surveys.
Lassi Otranen, Sales Director, LP Group KangasniemiSee more of our work
