Author Topic: Does Festool Finally Care? Survey From Festool USA’s CEO  (Read 9757 times)

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Offline Joe Felchlin

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Does Festool Finally Care? Survey From Festool USA’s CEO
« on: February 27, 2019, 09:51 AM »
I’m definitely not trying to be critical here.
But... After all of the FOG commentary about Festool not responding to customers l found it interesting to receive the following in an email to me -
From Festool USA’s CEO.

Received this morning:
Festool WebView

Joseph,

I deeply care about how Festool's current and future customers feel about our company along with the products and services we offer. You have been selected for a brief survey.

Your opinion matters, and I want to hear it. Please be as open and honest that you feel comfortable with, and tell me the truth:

How likely are you to recomend Festool to a friend of colleague?

Extremely unlikely   Extremely likely   

1   2   3   4   5   6   7   8   9   10

I don't know Festool.

Thank you for your assistance.

Fabian Klopfer
Chief Executive Officer
Festool USA
« Last Edit: February 27, 2019, 10:10 AM by Joe Felchlin »
FESTOOL: CT26 and CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides and Extensions, OF1400 EQ Plunge Router, OF1010 EQ Plunge Router, HL 850 Planer, RO125 FEQ Rotex Sander, LS 130 EQ Linear Detail Sander, DX93E Detail Sander, C12 Cordless Drill, CXS Cordless Compact Drill Driver, SYS-Centrotec-Set, Domino XL DF 700 EQ Plus Tenon Joiner Set, Domino DF 500 Tenon Joiner | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIGS: D4R 24 Pro Dovetail Jig, FMT Pro Mortise & Tenon Jig | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #1 on: February 27, 2019, 10:40 AM »
I hope that you will take the survey and answer honestly according to your feelings.  Mr. Kopfler has an extensive background with Festool and the whole TTS “family” of tool manufacturers.

Peter

Offline Joe Felchlin

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #2 on: February 27, 2019, 10:57 AM »
Peter:
1.
My views of Festool regarding their products, their service, and their business focus -
Are extensively documented on the FOG - And elsewhere.
2.
I’m guessing that I’m not the only Festool customer to get this email.

BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.
« Last Edit: February 27, 2019, 10:59 AM by Joe Felchlin »
FESTOOL: CT26 and CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides and Extensions, OF1400 EQ Plunge Router, OF1010 EQ Plunge Router, HL 850 Planer, RO125 FEQ Rotex Sander, LS 130 EQ Linear Detail Sander, DX93E Detail Sander, C12 Cordless Drill, CXS Cordless Compact Drill Driver, SYS-Centrotec-Set, Domino XL DF 700 EQ Plus Tenon Joiner Set, Domino DF 500 Tenon Joiner | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIGS: D4R 24 Pro Dovetail Jig, FMT Pro Mortise & Tenon Jig | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #3 on: February 27, 2019, 11:09 AM »
I am sorry if I offended you.  I would encourage every one to tell it like it is.

Offline Alex

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #4 on: February 27, 2019, 11:37 AM »
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.

Oh come on, Peter never meant it that way, pretty sure he meant like in a "no holds barred / unreserved" kind of fashion than to even insinuate you would be dishonest.

Offline waho6o9

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #5 on: February 27, 2019, 11:45 AM »
you didn't step up to the plate when the Kapex jumped the shark.

I didn't finish the rest of the survey. 


Offline JimH2

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #6 on: February 27, 2019, 12:09 PM »
Peter:
1.
My views of Festool regarding their products, their service, and their business focus -
Are extensively documented on the FOG - And elsewhere.
2.
I’m guessing that I’m not the only Festool customer to get this email.

BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.

Peter is hardly someone who would intentionally offend someone. He is a victim of typing versus talking where nuances and facial expressions can be interpreted. A better choice of words might have been to capitalize on the opportunity you have with your direct line to the CEO, who has an extensive history with the company (meaning he knows what he sells).

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #7 on: February 27, 2019, 12:22 PM »
I would encourage every one to tell it like it is.

Well I completed the survey and the 2nd to the last question was an opportunity so I took it.  [smile]

I politely inquired if they are going to solve the Kapex smoking armature issue and also asked if they are going to offer a metric scale for the HKC. I considered complaining about the new hose connector but I didn't want to squander my precious  [2cents]

I also checked the box asking for a reply.

Let's see what happens.  [popcorn]

Offline ChuckM

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #8 on: February 27, 2019, 12:32 PM »
I hope that you will take the survey and answer honestly according to your feelings. 

snip.

Peter

These are simply words used to encourage people to complete the survey. There is no need to be oversensitive to the word "honestly", or read more than what the message really is.

If I receive the survey, I will fill it out with my honest assessments. 

Offline kevinculle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #9 on: February 27, 2019, 12:38 PM »
I completed the survey this morning in an extremely direct fashion.  Let's see whether there is any result.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #10 on: February 27, 2019, 01:04 PM »
I completed the survey this morning as well. Yes I was very honest when I completed the comments portion, I did not critize them, but offered suggestions, which I think thats what they wanted.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #11 on: February 27, 2019, 01:06 PM »
@Joe Felchlin

>>BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.<<

Seriously?????

« Last Edit: February 27, 2019, 01:12 PM by jobsworth »

Offline rmhinden

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #12 on: February 27, 2019, 01:50 PM »
I also completed the survey.   I suggested better manuals with their tools, and the need for a response regarding the Kapex failures reported on the FOG.

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #13 on: February 27, 2019, 01:55 PM »
My memory ain't what ituster be, but I think there was a tleast one request in the questionnaire that specifically asked that you (we) all answer honestly. Peter was just repeating the thought.

BTW, I completed all of the questions "honestly" with no hard feelings of insult from Festool or Mr. Kopfler.
Tinker
Wayne H. Tinker

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #14 on: February 27, 2019, 02:03 PM »
My memory ain't what ituster be, but I think there was a tleast one request in the questionnaire that specifically asked that you (we) all answer honestly. Peter was just repeating the thought.

From the first question on the survey:

“Your opinion matters, and I want to hear it. Please be as open and honest that you feel comfortable with, and tell me the truth:”

Offline duburban

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #15 on: February 27, 2019, 02:46 PM »
Thanks for bringing this up, I would have missed it in my email.
helper: i used a festool "circular saw" to do something simple and it made it really hard

me: exactly, it makes simple cuts complicated and complicated cuts simple

Offline hemlock

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #16 on: February 27, 2019, 03:29 PM »
+1 on receiving the survey; filling it out; asking they come clean on Kapex-gate and to be more flexible in accessory options (e.g., MFK 700 base in set, HK55 FSK rail size with saw); and that I expected a reply. 

Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not. 

Offline supimeister

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #17 on: February 27, 2019, 03:41 PM »
Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not.

Ding ding ding!  Caught my eye as well.  And I totally agree with your sentiments re: their offer to respond.  I was hesitant to ask for a response since I am but an amateur hobbyist, but they did offer.

Offline vkumar

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #18 on: February 27, 2019, 04:10 PM »
+1 on receiving the survey; filling it out; asking they come clean on Kapex-gate and to be more flexible in accessory options (e.g., MFK 700 base in set, HK55 FSK rail size with saw); and that I expected a reply. 

Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not.

I also asked them to come up with a Kapex motor that is at lease as reliable as the competition.  I also asked for the metric option on tools.
Vijay Kumar

Online RKA

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #19 on: February 27, 2019, 05:01 PM »
My responses to them:
+1 for Kapex  - the elephant in the room (fixes and communication to existing customers)
+1 for better user documentation/videos
+1 for more Festool participation on the FOG (and I mentioned this was a subject of a previous survey)
-Raj

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #20 on: February 27, 2019, 06:36 PM »
Thanks to those who came to my defense.  Festool has sent out a survey asking various questions.  This isn't one of those surveys like you get circled at the bottom of your receipt when you visit one of the big box stores that promises you will be entered into a drawing.  They want to know.  So talk to them - in any opinion or way you want.  I am not coaching one way or the other.  I am only urging you to talk them in any manner you wish. But I urge you to take the time to answer the survey.

Honestly I think that it is overall one of the best surveys they have done.  I think that they will get some good information from it.  If people respond.

We have always tried to help out newcomers to the FOG.  So now there is a new CEO and he is asking for help on survey questions.  Help him out.

Peter

Offline neilc

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #21 on: February 27, 2019, 07:10 PM »
I also responded, and was direct on feedback.  I hope they take all the feedback to heart and we see some demonstrable changes as a result.

 -

Offline Tik Tok

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #22 on: February 27, 2019, 08:25 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Offline DeformedTree

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #23 on: February 27, 2019, 08:40 PM »
Fix the Kapex, Less NAINA tools and bring metric back and most people will be all around happy.

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #24 on: February 27, 2019, 08:42 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Welcome to the FOG.

Offline Birdhunter

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #25 on: February 27, 2019, 08:49 PM »
I applaud Festool for doing the survey. It’s a good way of keeping in touch with the customers. It would be great for them to share the results.
Birdhunter

Offline ChuckM

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #26 on: February 27, 2019, 08:53 PM »
0-6 scores from one web site:

"Detractors are unhappy customers. They account for more than 80 percent of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees."

My guess is that the real or perceived motor issue of the Kapex must be one of the explainable causes for creating Festool's detractors. As a satisfied owner of the Kapex (so far!), I have not been able to recommend it to anyone who did express some interest in it (the price was not a big factor to them).
« Last Edit: February 27, 2019, 08:59 PM by ChuckM »

Offline grbmds

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #27 on: February 27, 2019, 08:55 PM »
I don't find the type of survey sent by Festool all that useful. While the person is certainly able to provide comments, the survey itself is very general and doesn't really delve into the specifics which are relevant to customer satisfaction and tool usage, nor their satisfaction or dissatisfaction with the tools. I certainly added some comments relevant to my experience with the tools, but I always feel that companies (and this is not just Festool) could do better with these surveys by structuring them to allow the user to pick at least several of his/her tools and answer questions about each with allowable comments for each also. If companies are interested in more than just a general approval or disapproval rating and are truly interested in getting user input based on actual experience, they would get that kind of information from this alternative kind of structure. I personally am satisfied overall with Festool quality and service. However, there are some things with most of the Festool tools I own that I think would make my "tool experience" better. The survey distributed doesn't really permit that kind of feedback. I give them credit for the attempt. I think it could have been much more valuable and customer oriented had it been something other than a general approval rating survey.
Randy

Offline Tik Tok

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #28 on: February 27, 2019, 09:02 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Welcome to the FOG.

Thank you much! Been lurking for a bit now. Am glad to finally participate officially!!

Offline onevw

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #29 on: February 27, 2019, 09:09 PM »
I did the survey and was very happy to do it.

For me Festool represents a company that it making products as good as they can NOT as cheap as they can like most others, and are paying a living wage to the people that do this for them.

Its very Very easy to just do it as cheap as you can and on the backs of others.

Its much much harder to do it as good as you can as your focus.

Thank You Festool for not playing in the as cheap as you can arena and for not abusing people so you can be the cheapest.

And my thanks to Peter

Rick
« Last Edit: February 27, 2019, 09:16 PM by onevw »