Customer’s first choice

Customer value ensures long-term business success. Working close to customers is in the DNA of Sandvik and we develop close relationships for customer insights, R&D benefits and for quick feedback when market conditions change. We have built trust over decades and with vast knowledge of customer needs we are a trusted partner.

We aim to be number one or two in the markets where we operate. This is achieved through strong brands and innovative offerings.

Our strategic priority to be the customer’s first choice include providing a leading performance-based offering and superior basic and advanced services.

In 2023, we supported customers in a faster and more efficient way by, for example, placing service resources permanently on site, locating engineering and R&D resources close to the customer site, modifying parts to suit specific customer needs, strengthening our ground support capabilities and investing in warehouse management systems.

Across the organization we aim to advance the way in which we measure and improve customer value and customer satisfaction. In 2023 all of our divisions measured their customer satisfaction through structured methods. By 2025 they will be able to show verified improvements.

An example of customer insights is that small and medium enterprises need support in connecting equipment and creating a more efficient component manufacturing process. We are helping this customer group, for example with our Lighthouse Program, by being a partner in their digital journey, offering solutions and expertise to support them.

In our indirect channels we are training our partners to become more knowledgeable about our offerings so they can better solve customer problems with our solutions. We have also created a unique end-to-end customer offering in mining, from planning to operations.