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Volvo, Komatsu rate for satisfaction in mining equipment customer survey

Volvo and Komatsu received the highest average satisfaction ratings in a recent survey of Australian mining equipment customers, with Caterpillar considered the leading supplier for most categories of mining equipment.

The Winning and Retaining Business in the Australian Mining Equipment Sector 2014 report by Timetric found that product quality and availability of parts were customers’ top priorities when selecting suppliers. The ability to support cost reductions also featured heavily.

The survey of 110 mine managers, maintenance managers, procurement managers and other key decision-makers in over 90 operating Australian mines took place in February and March 2014. The survey primarily assessed heavy mobile equipment, but respondents were also asked about their practices and preferences in areas such as mining software, technology, and maintenance.

Account managers were found to have a significant impact in the selection process, with 77 percent of respondents citing ‘Better understanding of your needs’ and 81 percent indicating ‘Better ability to build a long-term relationship’ as factors affecting their choice of supplier.

On average 7 percent said they planned to switch supplier within the next five years. Not surprisingly, this likelihood jumped where satisfaction was low.

The Report ‘Winning and Retaining Business in the Australian Mining Equipment Sector, 2014’ is available here.

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