Winning and Retaining Business in the European and Former Soviet Union Mining Equipment Sector, 2015

Date: 2015-09

“Overall trends in the data revealed:

• Customer priorities in supplier selection are product quality and availability of parts

• Suppliers perform well, but have lower levels of satisfaction in key areas

• Caterpillar received the highest average satisfaction ratings in nine of the 16 factors, and was considered the leading supplier for most categories of mining equipment

• Account managers make a significant impact in the selection process, alongside suppliers’ ability to deliver on time

• Customers in Europe and the former Soviet Union are happy with their current supplier but almost one-third are open to change in the medium term

• Product quality and reliability was the stand out area identified for improvement”

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