Winning and Retaining Business in the North American 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, especially for ‘opportunity to develop a long term relationship’, ‘average total operating hours’ and ‘breadth of supplier’s product range’.

• Joy Global received the highest average satisfaction ratings in 10 of the 16 factors, although Caterpillar was considered the leading supplier for most categories of mining equipment.

• Account managers make a significant impact in the selection process, alongside the maintenance and services provided.

• Customers throughout North America are happy with their current supplier but 27% are open to change in the next 5 years.

• Product quality and reliability was the stand out area identified for improvement, followed by availability of parts and ability to support cost reduction.”

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