JSB Market Research: Winning and Retaining Business in the Australian Mining Equipment Sector, 2014
Winning and Retaining Business in the Australian Mining Equipment Sector, 2014
On 16th June 2014
Synopsis
The survey primarily assessed heavy mobile equipment, however respondents were also asked about their practices and preferences in areas such as mining software, technology, and maintenance.
Areas of analysis include:
Customer priorities when buying mining equipment, with ratings of the importance of 16 separate factors for customers when choosing mining equipment, including cost factors, supplier attributes and product attributes.
Ratings of existing suppliers across the same factors, identifying best-performing suppliers and how well suppliers performed versus the importance of each factor.
In-depth analysis of the major suppliers, namely Caterpillar, Joy Global, Komatsu and Volvo, including their overall performance ratings and their ratings for each of the factors relative to its importance.
Rankings of the leading suppliers for each equipment type, with respondents indicating who they viewed as the top suppliers in Australia for trucks, excavators, loaders, shovels, dozers, drills, continuous miners, longwall systems, engines, tyres, pumps and mining software.
Insight into the likelihood of switching supplier and key action points for suppliers for product and service improvements required.
Summary
Overall trends in the data revealed:
- Customer priorities in supplier selection are product quality and availability of parts
- Suppliers perform well, but customer satisfaction is frequently lowest in the most important areas for customers
- Volvo and Komatsu received the highest average satisfaction ratings, with Caterpillar considered the leading supplier for most categories of mining equipment
- Account managers make a significant impact in the selection process
- Although loyal to their suppliers, customers look for improvement in parts availability and product quality
Scope
Winning and Retaining Business in the Australian Mining
On 16th June 2014
Synopsis
The survey primarily assessed heavy mobile equipment, however respondents were also asked about their practices and preferences in areas such as mining software, technology, and maintenance.
Areas of analysis include:
Customer priorities when buying mining equipment, with ratings of the importance of 16 separate factors for customers when choosing mining equipment, including cost factors, supplier attributes and product attributes.
Ratings of existing suppliers across the same factors, identifying best-performing suppliers and how well suppliers performed versus the importance of each factor.
In-depth analysis of the major suppliers, namely Caterpillar, Joy Global, Komatsu and Volvo, including their overall performance ratings and their ratings for each of the factors relative to its importance.
Rankings of the leading suppliers for each equipment type, with respondents indicating who they viewed as the top suppliers in Australia for trucks, excavators, loaders, shovels, dozers, drills, continuous miners, longwall systems, engines, tyres, pumps and mining software.
Insight into the likelihood of switching supplier and key action points for suppliers for product and service improvements required.
Summary
Overall trends in the data revealed:
- Customer priorities in supplier selection are product quality and availability of parts
- Suppliers perform well, but customer satisfaction is frequently lowest in the most important areas for customers
- Volvo and Komatsu received the highest average satisfaction ratings, with Caterpillar considered the leading supplier for most categories of mining equipment
- Account managers make a significant impact in the selection process
- Although loyal to their suppliers, customers look for improvement in parts availability and product quality
Scope
Winning and Retaining Business in the Australian Mining