Mewa Voice of Customer surveys

The programme

Our aim at Mewa is to understand the needs of our customers precisely in order to offer them the best possible customer experience and take the pressure off them in their day-to-day work. To this end, we regularly carry out comprehensive customer satisfaction surveys that provide us with an authentic picture of our customers' perceptions. Thanks to our technical infrastructure, we respond to customer feedback almost in real time and pass it on in a targeted manner. This enables us to immediately implement measures to solve problems and improve our services.

The methodology

We survey customers at 48 Mewa locations in 14 countries. Our surveys are conducted online and the invitations are sent by e-mail. In addition to the general customer satisfaction survey, which includes all customers equally, we also carry out specific surveys after certain interactions, for example after a textile exchange, a contract renewal or an order in our exclusive online shop. Depending on the number of cases, either a full survey or a random sample is used to obtain representative results.

The calculation of the values

Recommendation is measured using the question "How likely are you to recommend us to others?" on an 11-point scale from 0 (very unlikely) to 10 (very likely), with only values ≥ 7 counting as a recommendation. Satisfaction is measured on a 5-point scale from 1 (very dissatisfied) to 5 (very satisfied), whereby only values ≥ 4 are considered satisfaction. Agreement with certain statements is also rated on a 5-point scale from 1 (strongly disagree) to 5 (strongly agree), with only values ≥ 4 being categorised as agreement. The values shown are unweighted proportions of all responses.