Listening, learning and acting on customer feedback
Over the past year, we’ve been actively listening to customers across our global network through conversations, site visits and our 2025 Customer Survey. Through this important activity we are able to better understand what matters most to your operations and how we can continue to improve the aftermarket services we provide.
gathering insight
Thank you to everyone who took the time to share feedback as part of that process. Your insights play a vital role in shaping how we invest, prioritise and evolve our support, and we’d like to share how that feedback is already driving action.
Following a detailed global review of survey responses, three clear priorities emerged.
Improving lead times
Throughout 2025, we focused on improving on‑time delivery and lead times by streamlining production and service processes and optimising inventory management. Building on that progress, our focus for 2026 goes a step further.
We are enhancing and standardising service centre repair processes across our global network to support smoother project execution, clearer milestones, faster reporting and improved capacity planning. Alongside additional capacity being added in key production locations, these changes are designed to deliver a faster, more responsive and more reliable service for customers in 2026 and beyond.
Faster communication and responsiveness
Responsiveness was another clear theme in your feedback, and one where we’ve already made measurable progress.
Our response times are now 40% faster than a year ago, enabling us to support customers more quickly and effectively. The introduction of our new CRM system has strengthened both internal coordination and external communication, helping ensure enquiries are handled efficiently and consistently.
During 2026, we will continue to build on this momentum, with a strong focus on fast responses, increased customer‑site presence from our technical sales teams, and the launch of our new Virtual Assistant on our website, which provides live chat support and in addition, provides 24/7 access to information.
Being closer to your site
Customers also told us that proximity matters.
In response, our sales teams will increase the frequency of on‑site visits during 2026, allowing us to engage more closely with customer teams, better understand operational challenges, and identify where we can add the most value. Not just reactively, but proactively!
Your feedback remains at the heart of how we develop our service offering. Updates on these initiatives will continue to be shared by our local teams, and we welcome ongoing dialogue as we work together to support your operations more effectively.
Thank you again for helping shape the future of David Brown Santasalo Aftermarket services.