Case Study: VINCORION improves customer service with Spectos Survey Service

How Good is Customer Service Lack of Detailed Knowledge About the Customer’s Point of View

VINCORION, a Jenoptik brand serving the aerospace, security, defense, and rail industries, wanted clearer insight into the quality of its customer service. Lacking structured feedback on after-sales support, repairs, and spare parts delivery, the company turned to Spectos GmbH for a customized B2B customer satisfaction survey service.

Spectos GmbH fully managed the bilingual survey process, including email distribution, PDF access for security-restricted respondents, reminders, anonymous evaluation, and detailed reporting. The results gave VINCORION actionable recommendations and led to concrete improvements, such as better customer service accessibility through multiple inboxes; a follow-up survey in 2020 confirmed the changes were positively perceived, and the survey was then adopted as part of VINCORION’s ongoing two-year optimization cycle.

VINCORION

Andreas Reddersen

Director Sales, Customer Support