5. Fresenius Kabi Customer Satisfaction Survey

After clarifying and explaining the key terms of customer orientation, customer satisfaction and after having taken a closer look at the theory of how to execute customer surveys, this chapter is now dedicated on the customer satisfaction survey, which was conducted for the i. v. generic department of Fresenius Kabi.

With this customer survey FK set out to understand the overall performance of FK as a provider of generic drugs is perceived by the customers. What are the main decisions facts and the crucial arguments, which let customers choose FK over other competitors?

As described in chapter 3.2, the survey was divided into different phases, which will be described in the following paragraphs.