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Carrying out customer satisfaction survey in China
Our Quality Assurance Center regularly carries out customer satisfaction surveys that focus on product quality. In fiscal 2008, the center conducted a questionnaire-based survey on the 40t-class hydraulic excavators in China. We received responses of the questionnaire about 97 excavators, which also included other manufacturers' excavators, from 72 users in 70 companies. The survey covered over a vast area in China.
The questionnaire mainly consisted of questions related to quality including the performance of digging, swing and traveling, complex operations, durability of each part, ease of maintenance, interior comfort, safety and appearance, and some questions on sales and service staff work.
The survey revealed that the new hydraulic excavator ZX470-3 has fewer quality problems than the previous hydraulic excavator ZX450-1, receives higher customer satisfaction, but it still has weak points compared with excavators manufactured by other firms. We will work towards improving the weak points as shown by the survey result to increase customer satisfaction even further.
