Daimler AG – web-based survey of internal customers as an early indicator of the perception of vehicle quality

Daimler AG has been using Globalpark’s EFS Panel webbased survey software since 2001 to evaluate internal customer satisfaction with its range of vehicle models. Automated employee surveys establishing how they rate the quality of company and plant vehicles speeds up innovation processes in product development. It also serves as a basis for ongoing improvements in product quality.

Background

In order to obtain informative feedback on vehicle quality, Daimler involves its employees in the quality management process. Surveys of internal user groups benefit the company in two ways. Firstly, a large number of the group’s employees get to drive the latest vehicle models soon after they are launched. Secondly, feedback on the latest series can be obtained straight away and any changes required can be implemented without delay. Daimler staff are also very much into cars and often have in-depth technical expertise. They are “Daimler experts” who are well qualified to give a realistic vehicle assessment.

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