Long-lasting success is achieved when an organization attracts and retains the confidence of customers and society at large. Understanding the current and future needs of customers allows Sika to achieve sustainable success over time, and this is why “Customer First” is one of Sika’s five core values.
Customer Feedback
Sika countries are encouraged to use a single platform to collect customer feedback. This allows the company to create visually engaging, branded, mobile-ready customer surveys and associate the survey responses with data. The platform offers a range of templates for featured surveys, customer success, customer service, employee engagement, marketing feedback, product feedback, and sales feedback.
Sika began rolling out the platform in 2022, with the goal to create local and regional dashboards across all Sika countries to monitor and compare performance, and make sure the corporate team provides support whenever necessary.
Customer Satisfaction
The Group supports an omnichannel approach for the collection of customer feedback and aims to create a consistent experience throughout the touchpoints to ensure a high satisfaction rate. Sika countries use a variety of metrics to measure customer satisfaction, set quantitative targets, and continuously improve performance.
Training for Customers
Sika is not only selling products, but also integrated solutions, providing training to customers on how to best apply Sika products and how to choose the best solution based on their needs. These training are usually carried out in collaboration with regional and local Sika entities, enabling customization based on local markets and customers’ needs.
Training can be held at the customer site, within a Sika facility, or online. In every training session, Sika aims to fully engage customers and ensure the collection of valuable feedback. At the end of each training course, customers are usually asked to answer a questionnaire, which exposes their impressions regarding quality of training content, quality of training tools, and the frequency and content of future training.
Through training, applicators have the opportunity to complete Sika-certified courses and become certified applicators, enhancing their credibility and increasing their competitive edge in the market.
Data Protection and Customer Data Privacy
While Sika does not want to hinder the flow of information required for the business, it is crucial to protect Sika’s know-how from improper use. The company is committed to respecting the data privacy and integrity of all employees, customers and third parties.
Sika applies all technical and organizational measures necessary to guarantee an adequate protection and the accuracy of the personal data on file. The Data Protection Policy is closely aligned with widely accepted international standards. It is reviewed regularly and updated if necessary to meet business needs, changes in technology, or regulatory requirements. In addition, the Sika Group is currently implementing a project to classify and protect its non-structured documents and e-mails to further protect Sika’s critical and sensitive information.
Responsible Marketing
The main goal of the Marketing function at Sika is to support business growth, generate and nurture customer leads, and create a globally recognized brand. Packaging is essential for such purposes as it is used to identify Sika products. It enhances the appearance of the label for product promotion and provides information about the correct and safe use of the product.
The marketing and labeling activities at Sika provide customers and stakeholders with compliant, accurate, and valuable information regarding classification, labeling, and packaging (CLP) rules and the application of its products. Labels should include legal and regulatory requirements, as well as customers’ requirements, depending on the customer type (either distribution or direct sales). All entities of the Sika Group must be compliant with local laws and regulations.