Quality leader Fronius recently conducted an online survey in Germany to analyse customer satisfaction levels. The results spoke for themselves and demonstrated that Fronius customers have an excellent relationship with the company. There were glowing reviews for Fronius and customers gave useful suggestions for improvement.
The majority of the respondents expressed the view that they consider the Austrian inverter manufacturer to be friendly, reliable and service-focused. "We are delighted with the positive results of the survey. This shows that we are on the right track and our customers have a high degree of confidence in us," said Martin Hackl, head of the division.
Fronius has the best technical helpline there is
More than 57 percent of all respondents indicated that Fronius has the best technical hotline in the market. The next competitor lagged way behind at a meagre 24 percent. The most important factor for the respondents was that Fronius employees are friendly and competent. The Fronius technical hotline is available for all the subsidiaries* around the world and is available in the language of the relevant country. This strong international focus gives Fronius an edge.
"Say if an installer in France has a problem, it is important that a member of the technical support team who speaks French is available to help as quickly as possible. The technical hotline is available Monday to Friday between 8am and 6pm. The times may vary, depending on the requirements in the specific country. Our customers have given very positive feedback about this system," explained Ernst Prötsch, head of international technical support.
PC board replacement – main benefit of the Fronius Service Partner programme
The Fronius Service Partner programme has been available in Europe since 2001 and was launched in the USA at the beginning of 2011. Under the programme, PV installers receive technical training that qualifies them to service Fronius inverters independently. Installers who responded to the survey see this as the main benefit of the Fronius Service Partner programme. The unique international Fronius Service Partner programme allows them to carry out servicing faster than anyone on the market. Nearly 90 percent of the respondents had actually taken up this opportunity in practice.
The other important benefits are getting the latest information about technology and standards as soon as it becomes available, and the high quality of training courses. Extending our lead in service quality Fronius is always looking to further extend its lead in service quality. The survey results were encouraging and confirmed that Fronius is heading in the right direction with its ideas for improvements.
* Fronius Solar Electronics subsidiaries: Australia, Germany, France, Italy, Canada, Mexico, Switzerland, Slovakia, Spain, Czech Republic, Turkey, UK, USA.
