Nordson Corporation

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NASDAQ $125.02   -2.29

Customer Relations and Satisfaction

We hold one another accountable for ensuring our customers are our number one priority throughout our organization and supply chain. Customer satisfaction is part of our overall Corporate Responsibility & Sustainability strategy.

Customer Relations and Satisfaction

Overview 


Nordson Corporation is successful when we help our customers succeed.  This entails close customer collaboration to understand their needs and expectations from our products and our company. Every Nordson employee understands the importance of customer relations and satisfaction. Customer Passion is one of our five corporate Values and Delivery Performance is one of our eight corporate Key Performance Indicators (KPIs). We hold one another accountable for ensuring our customers are our number one priority throughout our organization and supply chain. 

Delivering Value to Our Customers

We create benefits for our customers through a Package of Values®, which includes:

Carefully engineered, durable products;
Strong service support;
The backing of a well-established, worldwide company with financial and technical strengths; and,
A corporate commitment to deliver what was promised.

Unlike many of our competitors, Nordson largely uses a direct-to-customer sales and service model. This ensures a high degree of customer intimacy throughout original equipment manufacturers (OEMs) and end-user channels. Our approach provides a competitive advantage for Nordson.  

More specifically, Nordson delivers value to our customers through three primary value streams:

Ideation to Commercialization involves our engineering and technology teams’ ability to create the best products for our customers.
Opportunity to Cash pertains to our strategic marketing and customer interactions which maintain relationships and attract new customers.
Demand to Deliver relates to our operational ability to respond to customer delivery needs in a timely manner.

Our Continuous Improvement team has dedicated personnel for each of these value streams.  These employees focus on standardizing processes across Nordson and assisting our diverse business units in optimizing the customer experience.  

Engagement & Customer Tools

Many of our operations use our robust Voice of the Customer process to engage with customers on their specific needs and requests. We use data analytics from our cloud-based Customer Relationship Management toolset, which allows us to manage and inform customers on their requests and feedback, driving targeted effectiveness. This information may include requested delivery dates, product specifications or customization and satisfaction data.

Further, we frequently provide product testing for our customers to look for any potential flaws or enhancement opportunities. We also openly receive customer requests regarding Nordson’s global trade compliance and regulation policies. We respond to requests on a timely basis, providing information to address their questions and incorporate their suggestions into product development. Increasingly, customers request that we conduct audits of our operations and products, to which we respond and demonstrate our compliance.

Performance 


We monitor our ability to demonstrate reliability and responsiveness to our customers through one of our eight corporate Key Performance Indicators, Customer Delivery Performance. 

Proctor and GambleProcter & Gamble

One of our largest customers, Procter & Gamble (P&G), honored Nordson with their External Business Partner Excellence Award late in 2016, recognizing our global team for its commitment and dedication to going above and beyond in their performance against strict criteria.








Service excellenceService Excellence Award


Nordson ASYMTEK has been honored with the Circuits Assembly 2017 Service Excellence Award (SEA). Nordson ASYMTEK was recognized for receiving the highest rating for customer service for companies in the dispensing equipment category. Companies were judged by their own customers in five service categories: quality, value, responsiveness, dependability/on-time delivery and technology. Nordson ASYMTEK has won all 13 years it has entered the award.