Key Learnings from TOMRA Mining’s Standout Service Survey Results

TOMRA Mining's recent customer satisfaction survey revealed exceptional service support, with a standout Net Promoter Score (NPS) of +57—well above the B2B sector average. Customers highlighted the team’s technical expertise, communication, and proactive support as critical strengths. This demonstrates the importance of not only resolving technical issues but building long-term partnerships through continuous engagement.

Industry-Wide Implications
For OEMs in the industrial sector, this survey underscores that aftermarket services are more than just reactive support—they are pivotal to customer retention and trust. By focusing on proactive, high-quality service, and frequent communication, companies can foster deeper relationships and improve operational outcomes. The survey also suggests that field service teams should focus on technical training, digital tools like IoT, and AI-driven solutions to anticipate customer needs, thereby transforming service into a growth driver.

What Industrial OEMs Can Learn

1. Proactive Support: Shift from a reactive to a proactive service model by closely monitoring equipment and providing ongoing recommendations, as seen in TOMRA's approach.
2. Strong Communication: Regular and open communication, customized to customer needs, builds trust and facilitates smoother problem-solving.
3. Digitalization and AI: Incorporating digital tools, predictive maintenance, and AI-enhanced analytics can enhance service efficiency, improve customer outcomes, and reduce downtime.

TOMRA's approach is a benchmark for all industrial OEMs to rethink their aftermarket service strategies for long-term growth.

Read more about TOMRA’s standout service: Link to article