Nucletron

Nucletron specializes in the development, production, sales, service and support of the world’s most innovative solutions for the treatment of cancer through radiation oncology.

Based in Veenendaal, the Netherlands, Nucletron has offices in 16 countries all over the world and serves over 3000 medical centers in more than 120 countries.

In 2007 Nucletron decided to do a thorough customer satisfaction research in Europe and in Integron found the right organization to assist in this. The goal was to perform a research that would in time be suitable to perform in the rest of the world as well, and could be used for years to come. That way Nucletron will be able to pinpoint the exact progress according to the recommended actions. The expertise of Integron helped Nucletron to do a research that has potential for the future.

The research was entirely e-mail based. The great response rate of 35% out of 849 people targeted proves that Nucletron could target customers the right way with Integron’s help. The questionnaire was structured in such a way that the various customers could distinguish themselves in the role they have within the medical center, the product they have the best knowledge of and the country they come from.

The final results clearly show how the core items that were measured (satisfaction, importance, competitive performance, image and loyalty of Nucletron’s customers) relate to products, countries and roles. The well-structured report helps extremely well in defining priorities in actions to be taken. The Customer Heartbeat Dashboard if available to back up the report and filter results whenever needed. “From a strategic perspective this research proves very worthwhile. It gives us the right input and clearly states the actions that we need to take. It can help us to monitor the customer satisfaction in the future as well, to see whether our actions have the results they need,” said Mats Högberg, Marketing Director EMEA of Nucletron.