At Fred. Olsen Windcarrier, customer satisfaction is amongst our highest priorities. That’s why every year we conduct a thorough survey to assess our performance through the lens of our customers, review feedback, and improve our services based on the findings.
The survey is conducted once a year for several of our long-term customers, who are often best placed to give insight into our strengths and weaknesses. Once completed, we also complete a second project with our short-term contract customers, who can add a slightly different but equally valuable perspective.
The survey covers a broad range of areas to get the best possible overview of where we are performing well, and where we need to increase our efforts. These include our HSE knowledge, skills, and attitude; competence; project management; customer focus; and an ‘overall impression’ of Fred. Olsen Windcarrier.
An important part of the survey is also to record all feedback our employees receive over the last year, which can take different formats, such as via evaluation meetings and reports, customer complaints, and ad hoc feedback.
On a good course
“Fantastic team to work with, professional and responsive. Everyone was very proactive and also reactive on other cases when requested. I look forward to working with the
Fred. Olsen Windcarrier team again in the future.” – Site Characterisation Lead from Codling Wind Park
We received 72 responses from seven different customers and are very pleased to discover that we scored very highly in all areas (based on a score out of 5):
- HSE FOCUS – 4.5
- COMPETENCE – 4.6
- PROJECT MANAGEMENT – 4.5
- CUSTOMER FOCUS – 4.6
- OVERALL IMPRESSION – 4.6
Within the overall impression section, customers stated that they were “Very satisfied” 68%, “Satisfied” 28%, and “Neutral” 3%.
Several comments from the survey highlighted our offshore teams who were said to be responsive, professional, and proactive. Our crews were also highly praised for their competence and skills and were always ready to “go above and beyond”. In addition, the general standard of living on board our vessels was also commented upon as being “first class”.
Some criticisms included poor WiFi connection on board, which we are working to rectify, and the need for deck crew to share rooms. This last point is already on our radar, as Bold Tern is being fitted with 12 new single cabins (amongst other upgrades), with similar plans in place for Brave Tern.
The attitude and commitment of everybody on Bold Tern has been the best I have experienced in 20 years of commercial Oil & Gas and offshore wind.
- HSE Coordinator, Vestas
Keeping standards high
We are extremely grateful to all those who took part in the survey and gave their valuable time and comments. We are always striving to provide the best possible service, experience, and outcome, and we are proud to know our teams are providing just that.
“The attitude and commitment of everybody on Bold Tern has been the best I have experienced in 20 years of commercial Oil & Gas and offshore wind. Nothing is too much, and tasks are immediately actioned to the very highest standard. [The team is] open, transparent, professional, respectful, and capable.” – HSE Coordinator from Vestas
“The crew onboard the Bold Tern are certainly some of the best I have come across. Special thanks to Vignir the captain. Nothing is too much trouble for him personally, and his crew. They react so fast, and their vessel movements are smooth and fast ensuring no time is wasted within our main component exchanges. I would look forward to working with the crew of the Bold Tern again.” – Deputy Site Manager from Vestas