Customer satisfaction and loyalty are a priority at Ingersoll Rand.
We are committed to understanding customer perspectives and refining
our offerings to meet and exceed our expectations for reliability,
energy efficiency and sustainability. We measure customer satisfaction
through the Customer Satisfaction Index (CSI) and leverage analytics
through customer relationship management (CRM) systems to drive common
processes, connect deep insights on customers and competitors and
drive strategic growth programs. Additionally, we measure specific
attributes of the full customer experience from sales to service and
We use a consistent global measurement process to capture customer feedback and CSI scores for each business. The data is updated and reviewed quarterly with business leadership and used to develop action plans to address items that require corrective action. Additionally, we have 2020 sustainability targets for customer outcomes that include increasing the reliability, durability, efficiency and safety of our products. While we do not report our CSI scores publicly, we are exceeding our planned targets.