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Listening to customers: How SinoScan sharpened its strategy with qualitative insights

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SinoScan is a global partner in product development, design, engineering, sourcing, and manufacturing, helping clients take ideas all the way to finished products. With roots in Denmark and production capacity across Asia and Europe, SinoScan works closely with industrial clients to deliver solutions built for scale, quality, and reliability.


www.sinoscan.co.uk/
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Industry Manufactoring
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Solution Customer Relation Survey

Global supply chains are under constant pressure from geopolitical shifts, rising sustainability demands, and cost concerns. For SinoScan, a Danish company specializing in product development, sourcing, and manufacturing across Europe and China, the question was simple: What do our customers really value?

By partnering with Ennova, SinoScan went beyond satisfaction scores to capture the voice of their customers and use it as a compass for future strategy.
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THE CHALLENGE

When knowing your customers matters more than ever

When navigating global supply chains, macroeconomic risks can quickly become micro-level threats. For SinoScan, this was no longer just a theoretical concern. Increasing geopolitical instability, ESG regulations, and rising pressure on efficiency meant that the company needed more than traditional CX metrics.

Net Promoter Scores and satisfaction ratings could show how customers felt, but not why. And for SinoScan, that “why” had become a business-critical question:

 

  • What role do our customers want us to play in their future supply chains?
  • How should those expectations shape our strategic priorities?

To move from guesswork to genuine insight, SinoScan turned to Ennova.

 

"The collaboration with Ennova gave us a shared understanding of our customers’ needs and future direction. We’re already seeing proof that our strategic moves are aligned with what matters most to our customers."

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Jesper DaugaardCEO SinoScan
THE SOLUTION

Using qualitative customer interviews as a strategic GPS

Together with Ennova, SinoScan designed a qualitative customer study based on in-depth interviews with selected clients. These conversations explored:

 

  • What customers worry about today, and what keeps them up at night
  • How they view current and future supplier relationships
  • The role of innovation, cost control, and compliance in decision-making

Ennova’s advisors led the interviews, analyzed the findings, and distilled them into clear strategic insights. The process gave SinoScan’s leadership team a holistic understanding of what drives customer decisions today and in the years ahead.

 

Turn customer voices into your strategic advantage

Like SinoScan, many companies are discovering that traditional CX metrics are not enough. If you want to stay resilient in the face of geopolitical shifts, rising ESG demands, and efficiency pressures, you need deeper insight into what drives your customers’ decisions.


With Ennova’s CX solutions, you can move beyond satisfaction scores to uncover the why behind the numbers and translate those insights into clear, actionable strategies.
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THE RESULT

From insight to action and a more resilient strategy

The study revealed four key themes:

  1. Supply chain resilience: Customers are increasingly concerned about production in China and want suppliers who can help mitigate geopolitical risk.
  2. ESG compliance and regulation: Sustainability expectations and EU legislation are raising the bar for suppliers across industries.
  3. Cost vs. quality: Clients still expect competitive pricing but are no longer willing to compromise on product quality or delivery reliability.
  4. Automation and efficiency: Customers expect partners to support smarter production and greater productivity.

These findings shaped SinoScan’s next steps and informed two major strategic priorities:

  • Reducing reliance on China by expanding sourcing and manufacturing capacity in Europe
  • Strengthening innovation by establishing a dedicated team in Denmark to serve European clients

Crucially, the insights were not confined to the executive level. With Ennova’s support, SinoScan ensured that the findings were communicated consistently across teams creating alignment and a shared direction based on customer voices rather than assumptions.

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