Fiskars Consulted Their Customers

Fiskars Home focuses on first-class consumer understanding, customer satisfaction and strong design brands for the kitchen, table, and the rest of the home. Hence, they wanted to find out their customers’ satisfaction regarding consumer service and quality management of their brands (Arabia, Iittala, Hackman and Fiskars home products). As Fiskars had no earlier experience on mobile satisfaction surveys, the experiment carried out with mFabrik was of particular interest.

“The system seemed a simple, easy, fast and interesting way to go forward with affordable cost”, lists the reasons behind the decision Ms Kirsi Lauttia, Consumer Service Manager of Fiskars Home. Collecting the mobile phone numbers turned out to be the hardest part of the process, as they had not been systematically prompted from the customers in other circumstances, but eventually they as well were at hand in time. “Being able to monitor and filter the results based on a number of different variables in real time was fantastic”, points also out Ms Lauttia.

The actual survey results regarding the brand images were very encouraging. The amount of open-format feedback was also a nice surprise: “I believe we can really trust these results, as the respondent group included all possible contacts for a certain time period”, summarizes Lauttia. “And now that we have them “carved in stone”, we are able to show and exploit these facts”.