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September 15, 2016

Report: Caterpillar leads consumer satisfaction levels in Asia-Pacific for mining equipment

A survey of key buyers and decision-makers in the Asia-Pacific mining sector has revealed that Caterpillar has scored the highest average satisfaction ratings, according to a report by Timetric.

A survey of key buyers and decision-makers in the Asia-Pacific mining sector has revealed that Caterpillar has scored the highest average satisfaction ratings, according to a report by Timetric.  

Entitled 'Winning and retaining business in the mining equipment sector in Asia-Pacific, 2016 – a survey of key buyers and decision-makers', the report states that Caterpillar was also the leading supplier of surface mining equipment.

Customers placed high priority on samples and demonstrations of products and services when selecting a supplier. Established working relationships with trusted brands were also a factor for choosing suppliers.

"The survey revealed that customers in Asia were satisfied with their existing suppliers, with just 12% open to a new one."

The survey revealed that customers in Asia were satisfied with their existing suppliers, with just 12% open to considering a new supplier in the medium term. Product quality and reliability were identified as the key areas of improvement for suppliers.

Suppliers such as Komatsu , Sandvik and Atlas Copco also scored well in terms of customer satisfaction levels, with Caterpillar being dominant. Key maintenance and logistical issues were the areas where satisfaction levels were low.

Miners were most satisfied with manufacturers able to develop long-term partnerships and offered quality and reliable products, the report adds. Price, lead time, and speed to deliver and install equipment were some of the areas of dissatisfaction for miners.

The key areas of improvement for manufacturers included product quality and reliability, availability of replacement parts, and ability to support cost reduction.

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