Case Study: Dörken MKS System boosts customer insight and wins industry recognition with CustomerGauge

Fighting Corrosion with Customer Service

Dörken MKS Systems (brand DELTA‑MKS®) is a global B2B supplier of engineered surface protection for automotive, wind, construction and aviation industries, with headquarters in Germany and regional branches worldwide. In 2011 the company wanted a neutral, systematic way to understand customer sentiment across its two‑tier channels and measure the effectiveness of its technical service and complex product offerings.

Working with CustomerGauge and local partner JSW Consulting, Dörken implemented a Net Promoter® survey program for its channel structure. The initiative delivered immediate, actionable feedback that improved internal insight into customer needs, helped validate the company’s client‑focus, and contributed to industry recognition—winning Best Professional Supplier (Substance and Semi‑Finished Goods) in 2011.

Dörken MKS System