Fredericia Furniture is a family-owned Danish design company founded in 1911. With its long history, Fredericia is a co-founder of Danish modern design, and clarity, honest materials, and human empathy are at the core of the company. Fredericia's passion is to create modern originals that are rooted in their heritage and relevant to a global audience.
Source: https://www.fredericia.com/
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Meticulous craftsmanship, timeless design, and an exceptional customer experience are three drivers for Danish design company Fredericia Furniture. As part of their continuous development journey, the company decided to conduct their first customer survey. Here, Ennova's customer relation survey became the key to a data-driven foundation for further work on customer experience – and the results spoke for themselves.
It's crucial for us to know what our customers think of us and how they experience our collaboration, so that we can get even closer to them.
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It was Ennova's customer experience platform in particular that made the solution the ideal tool for Fredericia. The platform's intuitive design with many practical features such as sorting options and the ability to extract specific data into files met their need both to get a general overview of the survey results and to go one step deeper.
"One of the deciding factors in choosing Ennova was the platform. It's very usable and easy to navigate. You can sort data pretty much any way you want and make extracts directly from the platform."
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The ability to add tailored, company-specific questions to the survey as an add-on service allowed Fredericia to explore the areas that were important to their strategy and business.
Furthermore, it was interesting for Fredericia not only to gain insight into their own customer relationships, but also to compare their results with others - and here Ennova's benchmark measurements were the perfect tool:
"The primary purpose of the survey was to learn more about how we perform with our customers, but it's definitely also interesting to know how we perform in relation to others."
Ennova was able to offer Fredericia a solution that included not only an easy-to-use all-in-one platform and a customized survey structure. It also included a supportive sparring partner and advisor with plenty of experience to draw on; a CX package solution with everything a company needs during a first-time survey and a strong starting point for further work on the customer experience.
An active use of data in multiple contexts
The survey results have been actively used in Fredericia's customer satisfaction work in several ways: Data on customers' expectations for future business with Fredericia has enabled the sales team to respond to both positive and negative feedback in record time:
"We were able to react immediately to the few less positive responses we received in the survey, which was a very high priority for us."
It's a big pat on the back for our employees to hear from customers that they like working with us; not just the salespeople in the field, but the back office as well. It's one thing to be able to say that to them, but it's even better to be able to back it up with real, concrete data.
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