One program that is making it easier to do business with ABB is FACTS, our Feedback Analysis and Customer Trends System. Here, we proactively seek feedback from our customers to determine what we are doing right and what we’re doing wrong.
Through regular phone calls, FACTS also helps us to identify new areas in which we can create value for our customers by better responding to their needs and expectations - both now and in the future.
ABB is also active when it comes to dealing with complaints. Through our formal, worldwide Customer Complaints Resolution Process we actually encourage our customers to complain! We then seek to address immediate issues and identify the source of any recurring ones to eliminate future problems.
In today’s increasingly networked and competitive global economy, customers want suppliers who are easy to do business with. They want to work with companies that can do business with them in the way that suits them best and who can help them take advantage of the new opportunities for growth that come from rapid technological change and other advances.
That’s why ABB has shaped its organisation around the needs of its customers and introduced a number of eBusiness initiatives to ensure that our customers: are treated as individuals; receive consistent, well-informed service and support, across multiple locations; can interact with us any time of the day or night.