This year’s North America Competitive Satisfaction Survey (COSS) ranked Volvo CE in first place for overall customer satisfaction.

Heavy equipment owners surveyed as part of the Customer Satisfaction Survey (COSS) collectively placed Volvo CE above competitors in the market. COSS measures customer perceptions across the entire purchase and ownership experience for those who have bought a unit of construction equipment over the past three years. Volvo CE uses the survey to reflect on the areas where it excels and those that need improvement. 

“It is great to see that the activity and heavy focus to improving our COSS results for NA is paying off,” shares Stephen Roy, Head of Region North America. “This is a result of the great efforts of our team, our dealers and other Group functions working together to improve our support of customers.”  

Volvo earned an 8.67 and placed first; compared to the previous year where it received an 8.47 and placed third.  A 0.2 improvement in the Uptime Support Index for the third consecutive year contributed to the result and represents a long-term focus.

“Our Uptime department was the first within Volvo CE, and it brings a strong focus on solving issues quickly using ActiveCare Direct and ensuring we call our dealers back daily when we have a machine down. We cannot be complacent as the competition is focused on improving customer experience as well,” says Stephen.

Housby Heavy Equipment was a key contributor to the overall ranking, being named Uptime Dealer of the Year in North America for 2019, the most recent year awarded.

Five sub groups make up the overall satisfaction rating. The groups include the Sales Index, Delivery Service, Uptime Support, Ownership Care, and Product. 

Volvo also scored first against competitors on the Net Promoter Score (NPS), which determines how likely a customer is to recommend purchasing to others. Volvo received a rating of 49 compared to CAT’s 23, Komatsu’s 30, and John Deere’s zero. 

The COSS demonstrated that Volvo CE excels in machine environmental care, repair statues and updates, service quality, machine disposal offers, and finance offers. The areas of improvement include handling complaints, machine uptime, spare parts availability, invoicing, and delivery with full documentation.