LANXESS worldwide

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Customer satisfaction as a measure of success

In connection with quality, customer satisfaction and loyalty are among the main measures of success. Our central inquiry management system provides customers with information about our products, their applications and potential risks, and with product certificates. Critical feedback from customers gives us valuable pointers for further improving our products and processes. Based on a central CRM system and a uniform complaints management platform, each of our business units has its own complaints management process aligned to its markets and customers.


Regular customer surveys conducted by an external service provider using recognized opinion research methods deliver vital information about the loyalty of our customers, their expectations and how they perceive our products and services compared with those of our competitors. Over a two-year cycle, each business unit carries out an anonymous online survey. In the 2015/2016 cycle that has just been completed, a total of 787 customers used the opportunity to give us feedback. Positive ratings were received for our technical expertise, process efficiency and delivery reliability in particular. On the other hand, the customers surveyed still saw room for improvement in terms of pricing and delivery flexibility. In addition we analyze the “Customer Retention Index Score” for LANXESS which was at 76% in 2016.


Sebastian  Röhrig

Sebastian Röhrig
Head of Corporate Responsibility

Phone: +49 221 8885 1099

Fax: +49 221 8885 1769

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