Customers

Customer relationships

With our gases and services, we are a partner to more than two million customers around the world in virtually all industry sectors. A third of the revenue of our Gases Division is derived from around 500 major customers, who are the focus of our key customer management. We work constantly to enhance customer satisfaction and to create the greatest possible customer loyalty. We therefore analyse success factors worldwide and communicate them to other business units.

Customer segmentation within the Gases Division

 

 

 

 

 

 

 

Food & beverages

Chemistry & energy

Metallurgy & glass

Manu­facturing industry

Electronics

Healthcare

Others

Aquaculture & Water Treatment

Energy

Glass & Fibre Optics

Aerospace

Solar

Hospital Care

Education & Research

Beverages

Fine & Petro­chemistry

Heat Treatment

Automotive

Semi­conductor

Homecare

Retail

Food

Pharma

Non-ferrous

Heavy Construction & Machinery

Chip Packaging

Gas Therapies

Distributors

 

Other Chemistry

Steel

Light Metal Fab. & Prod.

 

Care Concepts

 

 

 

Other Metallurgy & Glass

Other manu­facturing

 

 

 

In 2016, we expanded two initiatives which aim to optimise our customer focus and our order processing. During the year, we launched a number of projects in various business units which seek to make long-term improvements in our customers’ experience of Linde. Some of these projects were completed. The projects were based on a customer survey in 2015 in the twelve countries in which our Gases Division generates the most revenue. The improvement projects focused on areas such as responding efficiently to customer queries about delivery information and about the availability of products and services. In 2016, we also prepared the next customer survey which is due to take place in 2017 as we conduct the surveys at 18-month intervals.

Since 2016, customers in the 29 countries in which we generate the most revenue have also been able to rate us online, by telephone or by text immediately after the completion of a transaction: for example, following a delivery or once the customer has received an invoice. By the end of the reporting year, we had received 190,000 responses to this survey.

In this way, we are also able to register, process and follow up suggestions promptly and thereby provide systematic solutions to problems. In addition, our customers receive information from us about the steps we are taking to avoid any recurrence. We use the feedback from our customers to improve our products and processes. In addition, we organise events for our customers, so that we can gain a better understanding of their needs.

Since 2014, we have been conducting a twice-yearly global survey in our Healthcare segment of patients in the Linde REMEO® programme who rely on long-term ventilation in special REMEO centres or in their own homes on how satisfied they are with the service provided. The patients are asked to rate such aspects as the care they receive from medical and nursing staff, the catering and the rooms at the centres. In 2016, 723 patients took part in the survey. Based on the results of the survey, strengths and potential improvements are identified, successful models communicated and improvement projects launched in various countries.