Vikan Customer Survey 2022

Vikan’s Global Customer Satisfaction Survey Reveals Progress and Potential

Dear Valued Customers,

The past few years have brought significant changes to the world, from new health and safety protocols to increased digital transformation and evolving work practices. At Vikan, we've always prioritized customer service, and that's why we conducted a global survey to better understand your experiences with our products and support as the industry continues to evolve.

Why We Conducted the Survey

We deeply value the conversations we have with our customers every week and appreciate your feedback. However, we also believe in gathering objective insights through structured surveys to help us:

• Enhance our product offerings
• Strengthen support where it matters most
• Identify areas for improvement
• Collaborate on innovative solutions
• Continue delivering the best-in-class service you expect from us.

I want to thank everyone who took the time to complete the survey. I’m proud to share the 2022 results, which represent our highest customer satisfaction scores ever recorded.

A Survey Built on Our Values

The survey was conducted via email at the end of April. It included both distributors and end-users to provide a comprehensive view of how our products are perceived across different markets.

At Vikan, we live by our core values, and this survey was designed to reflect those principles. The questions were based on five key areas:

• Customer service and sales support
• Quality and innovation
• Product availability
• Hygiene expertise and leadership
• Business relationships

Participants rated their agreement with each statement on a scale from 1 to 10, with 10 being the highest score. For every completed survey, we donated €1 to the International Association for Food Protection Foundation (IAFP), supporting their important work in food safety and public health.

Results Reflect Strengths and Opportunities

We used the Customer Loyalty Index to convert the survey responses into a score that allows us to track customer satisfaction over time. The results show a strong performance, with scores even higher than pre-pandemic levels.

While we’re proud of these results, we're also focusing on areas where we can improve. We're already analyzing the feedback to identify root causes and implement meaningful changes. Here’s what we plan to do:

• Develop more specialized hygiene products
• Improve access to regulatory and technical documents
• Expand our content on hygiene best practices
• Continue prioritizing sustainability in all aspects of our business

To show our appreciation, we ran a lottery for two Apple iPad Gen 9 devices among survey participants. Two lucky winners received their prizes, and we also donated €1,000 to the IAFP.

Thank you for taking the time to share your thoughts. Your feedback is invaluable, and we will use it to continue improving and serving you better.

Best regards,

Carsten Bo Petersen
Group Managing Director