Listen, understand, improve Customer Survey 2025 A broad data base across four national markets The survey covered all customers of the national subsidiaries in Switzerland, Germany, France, and Italy who had used FRAISA products or services in the past two financial years. These countries account for approximately 80% of the FRAISA Group's turnover. With nearly 1,500 responses, FRAISA has a substantial data base to draw from. The results provide a solid assessment of current customer satisfaction and allow for comparison with the previous survey. We're delighted that customers take so much time to share their feedback. Higher satisfaction and key expectations Customer satisfaction improved across all four countries compared to 2022. The strongest gains were in satisfaction with products and employees. Beyond the products themselves, what matters most is the personal contact with our application engineers, their technical expertise, hands-on consulting, and smooth processes with reliable, short delivery times. Validation and specific insights The results confirm the importance of investing in application technology. Particularly positive feedback was received for the availability of cutting data via the FRAISA ToolExpert®, as well as for the industrial tool reconditioning service FRAISA ReTool® and the complementary ReTool® service offers. At the same time, customers emphasize the importance of stable processes and reliable delivery times. From the customer's perspective, FRAISA has made improvements here, but further optimization remains an ongoing priority. Respondents also expressed specific requests regarding catalog management and personal interactions. FRAISA intends to use this feedback to drive targeted improvements. The role of sustainability Product-specific CO2 footprints (PCF) are not yet required by most customers. However, we see that many customers expect that they will need them in the future. Regardless, FRAISA remains committed to sustainability and is exploring, among other things, how to support customers with product-specific CO₂ data in the future. Concrete actions based on results FRAISA is translating results into action. Two levers are at the center of this effort: stable processes and even more concrete support in applications. The reliability of delivery dates will be further improved and lead times shortened. Application engineers will continue to provide customers with targeted support for tool selection and the optimization of existing applications — including fast implementation with practicable cutting data. Beyond that, FRAISA is driving further improvements in customer service and product portfolio management. A key focus is on ensuring smooth handovers within sales territories, so that customers continue to receive consistent, well-informed support — even when there is a change in their field sales representative. FRAISA is also turning its attention to the product lifecycle — specifically, how discontinuations and phase-outs tied to the innovation strategy can be planned early, communicated transparently, and carried out in a way that is clear and understandable for customers. Customer feedback as a compass The results of the customer survey provide important pointers for FRAISA's continued development. They are used to drive corrective measures and feed into the ongoing evolution of our consulting and support offerings. Customer feedback thus remains a central foundation for the targeted development of our products, services, and processes. FRAISA believes that incorporating the customer’s perspective into product development is important in order to deliver real added value through top-quality products, optimal cutting data, and expert advice from experienced application engineers. The latest customer survey shows how needs and expectations have changed over the past three years and provides the basis for targeted further development. ANNUAL REPORT 2025 / 2026 I FOCUS TOPICS “Customer feedback is our compass: We improve processes, strengthen application engineering, and consistently advance our products and service offerings.” Markus Baumann | FRAISA SA | Head of Sales for Switzerland & Project Manager for the 2025 Customer Survey FOCUS TOPICS [ 20 ] [ 21 ]
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