Does Festool Finally Care? Survey From Festool USA’s CEO

[JFelchlin]

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

 

[peter halle]

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

 

[JFelchlin]

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 halle]

I am sorry if I offended you.  I would encourage every one to tell it like it is.

 

[AlexThePalex]

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.

 

[waho6o9]

you didn't step up to the plate when the Kapex jumped the shark.

I didn't finish the rest of the survey. 

 

[jeh]

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).

 

[Cheese]

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]

 

[ChuckM]

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. 

 

[kevinculle]

I completed the survey this morning in an extremely direct fashion.  Let's see whether there is any result.

 

[sancho57]

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.

 

[sancho57]

[member=1262]Joe Felchlin[/member]

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

 

[rmhinden]

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.

 

[Tinker]

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

 

[Cheese]

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:”

 

[duburban]

Thanks for bringing this up, I would have missed it in my email.

 

[hemlock]

+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. 

 

[supimeister]

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.

 

[vkumar]

+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.

 

[RKA]

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)