‘"Quality in everything we do" also means helping customers to protect the health and safety of their people.’
Senior Vice President Corporate Development
One in ten major injuries in European manufacturing happen with material handling equipment, according to the most recent Eurostat study on European workplace accidents. Importantly, 80% of the accidents are caused by unsafe behaviour. We want to support our customers focused on creating a safety culture with products and solutions that help them to make significant progress.
This can be avoided thanks to operator training, for which we currently have 91 training facilities and 136 instructors in service.
We see the value in good design when creating a more sustainable world. Over 20 design awards for our products in the last decade celebrate our commitment to quality and ergonomics. We also run a bi-annual design competition with thousands of participants worldwide.
Our quality organisation focuses on improving quality from a customer and life cycle perspective. Excellent quality through proactive methods and ‘Continuously supplying attractive products that anticipate customer needs’, are the main ingredients in our new quality strategy.
Since 2015, we have evaluated our service delivery daily, supported by the Net Promoter System (NPS) in our customer quality survey. More than 100 000 customer responses from 20 European markets have provided valuable information to improve our rental, sales, and service. Via the daily measurements, we see that the corrective measures we take, make a difference to our customers. Our customer satisfaction index, the Net Promoter Score, currently achieving a score of 61.
Read more in our Sustainability report >>
We work closely with all our suppliers to make sure they adhere to our quality, social and environmental criteria. We want to create a positive impact for more than 300 suppliers, mitigate risks to our own business, and create further value for our customers. In line with our Code of Conduct, we aim to conduct business in a fair and honest manner, and we want to become the most respected and trusted material handling partner in Europe.
In 2022 we invite all our major suppliers to complete an annual online EcoVadis assessment.
EcoVadis is our strategic partner for creating a transparent value chain in logistics to make sustainability easier for our customers, our suppliers and our own network. Our 2021 Platinum rating ranks us among the top 1% of 85,000 suppliers worldwide.
Every two years we publish a sustainability report in accordance with the GRI standards. These enable us to understand and report our impacts in a comparable and credible way. Amidst a global pandemic, we achieved 50% of our 75 GRI targets for FY21.