Satisfaction increased - the ROTWILD customer survey 2023
Satisfied customers are great multipliers. Dissatisfied ones point out the points with potential for improvement. So it's important to tap into this treasure trove of information. For example, by asking the target group directly. ROTWILD did just that. You can read the results here.
Around 1,000 people took part in the survey. "We would like to thank our customers very much for taking the time to give us their honest feedback," emphasizes ROTWILD CEO Peter Schlitt. "We rely on expertise, experience and meticulous processes, from the development of a bike to production and after-market service. Feedback from daily application practice is tremendously valuable to us. Praise, as well as critical comments, from which we can only learn."
Increase in customer satisfaction compared with 2021
The surveys take place every two years: online, anonymous, with little time to complete. Compared to 2021, overall satisfaction increased by almost 6% to 88.2%. The question of the extent to which the products meet the respondents' own needs also received a positive response of 92.7%, compared with 89.4% in 2021. The quality evaluates the answering with 86,4% as high and very high. Attributes such as high-quality, innovative and attractive play a major role from the riders' point of view. This fits to the own requirements of ROTWILD. For example, all bike frames are made of full carbon. The development work of many experts has gone into the models. High-quality add-on parts complete the individual models. In the overall view, such factors explain the value of the products.
ROTWILD bikes meet a high standard
This is a circumstance for which the entire ROTWILD team stands. "We build bikes that we like to ride ourselves. Of course, that alone is not enough. Our focus is on offering end users the right sports equipment for their individual area of application," says Peter Schlitt. The survey showed that ROTWILD riders classify themselves primarily in the All Mountain, Trail or in the Cross Over segment. "A strong selling point is that no matter at what sporty level or with what demand on the terrain our customers are on the road, all our products, in all equipment variants meet a high standard," says Peter Schlitt. "That's why we are pleased that we have consistently improved in the customer survey in the evaluation of features and performance characteristics."
Satisfaction with trade and service increases
ROTWILD sales run through an established network of specialist dealers. Improving advice and service was a homework assignment that the company was able to draw from the 2021 survey. Intensive training courses have taken place here in recent years. Satisfaction in this area has now risen further. 81.2% (up from 78.6% in 2021) are currently very satisfied or satisfied with advice and 76% (up from 73.3% in 2021) with service. ROTWILD would like to further strengthen the cooperation with the specialist dealers. They are the first touchpoint when it comes to important questions such as maintenance or repair.
Homework done and new ones given
The 2021 results were a barometer for ROTWILD. "We heard you," says Peter Schlitt. "No lesson without homework. We did those." For example, in the area of product reliability or the presentation of product details on the website. ROTWILD has completely revised this and put the bikes in the center. Thus, in the current survey, the company was able to increase the topic of product information by 5.4% to 80.9%. The Dieburger increased the reliability by 4%. Measuring and processing these messages is a constant process of learning and implementation. Thus from the current questioning the desire is to be taken that ROTWILD again clothing in on-line Shop, and/or in the stationary trade to offer. In close cooperation with the outdoor specialist Maloja, a completely new ROTWILD clothing collection is currently being developed. This will be available soon.
Strengthen opportunities for testing
The experience of the ROTWILD brand takes place at many points of contact: on the trails, at events and in the trade. Therefore, one of the wishes of ROTWILD riders is to experience and test the bikes up close before making a purchase. This is made possible by the official ROTWILD test centers. Up-to-date there are in Germany, Austria and Switzerland derer altogether eight. A number that the manufacturer would like to expand successively.
Strengthened warranty claims through simple registration
ROTWILD wants to focus more on the possibility of product registration via the ROTWILD homepage. In this way, customers can secure the voluntary manufacturer's warranty and crash replacement service and legitimize themselves as the rightful owner of the bike. In addition, this puts people in even closer contact with the manufacturer.
