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Winning and Retaining Business in the European and Former Soviet Union Mining Equipment Sector, 2015

Summary

Overall trends in the data revealed -
- Customer priorities in supplier selection are product quality and availability of parts
- Suppliers perform well, but have lower levels of satisfaction in key areas
- Caterpillar received the highest average satisfaction ratings in nine of the 16 factors, and was considered the leading supplier for most categories of mining equipment
- Account managers make a significant impact in the selection process, alongside suppliers' ability to deliver on time
- Customers in Europe and the former Soviet Union are happy with their current supplier but almost one-third are open to change in the medium term
- Product quality and reliability was the stand out area identified for improvement.

Scope

- The report is based on responses from a survey of 100 senior managers at operating European and former Soviet Union mines, responsible for the purchase of equipment for plant and mine operations, along with its consumables. Survey respondents came from 23 different countries including: Russia, Sweden, Kazakhstan, Turkey, United Kingdom, Finland, Spain and Ukraine. This included five different commodity groups and a range of surface and underground mining operations.

Reasons to buy

- Identify key areas for differentiation by understanding what factors most influence choice of supplier
- Target product and service improvement areas based on where mining equipment suppliers are currently underperforming relative to customer expectations
- Develop successful sales and marketing strategies through an understanding of the leading competitors and their strengths and weaknesses.

Table Of Contents

Winning and Retaining Business in the European and Former Soviet Union Mining Equipment Sector, 2015
1 Table of Contents
1 Executive Summary
2 Customer Priorities in Supplier Selection
2.1 Introduction
2.2 Key Factors when Choosing a Supplier
2.3 Key Factors when Choosing a Supplier - By Mine Type
2.4 Key Factors when Choosing a Supplier - By Region
2.5 Key Factors when Choosing a Supplier - By Commodity
2.6 Key Factors when Choosing a Supplier - By Company Size
2.7 Summary
3 Supplier Performance and Key Success Factors
3.1 Introduction
3.2 Overall Supplier Performance
3.3 Satisfaction Ratings by Region
3.4 Leading Suppliers by Category
3.5 Benchmarking Key Suppliers
3.5.1 Caterpillar
3.5.2 Atlas Copco
3.5.3 Sandvik
3.5.4 Comparison of leading suppliers
3.5.5 Overview of the remaining suppliers
3.6 Leading Manufacturers by Equipment Type
3.7 How Suppliers Differentiated Themselves
3.7.1 Comparison of leading suppliers
4 Customer Retention and Key Areas of Improvement
4.1 Introduction
4.2 Post-Sales Satisfaction with Suppliers
4.3 Customer Ratings of Main Supplier Relative to Peer Group
4.4 Anticipated Switching Within the Next Five Years
4.5 Key Areas for Product and Service Improvement
5 Action Points and Recommendations
6 Appendix I
6.1 Selected Data Tables
7 Appendix II
7.1 Survey Background
7.2 Analysis of the Survey Sample
7.3 Equipment Sourced from Main Supplier
8 Appendix III
8.1 What is This Report About?
8.2 Methodology
8.3 Contact GlobalData
8.4 About GlobalData
8.5 Disclaimer

1.1 List of Tables
Table 1: Highest Average Rated Supplier for Each Criterion, 2014/15
Table 2: Respondent Countries and Regions, 2014/15
Table 3: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2014/15
Table 4: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2014/15
Table 5: Average Ratings for Key Factors when Choosing an Equipment Supplier by Mine Type, 2014/15
Table 6: Average Importance Ratings vs. Average Performance Ratings for Main Supplier, 2014/15
Table 7: Main Heavy Mobile Equipment Suppliers by Share of Respondents (%), 2014/15
Table 8: Caterpillar - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Table 9: Atlas Copco - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Table 10: Sandvik - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Table 11: When Choosing this Supplier, Where do you Feel They Differentiated Themselves from the Competition? (%), 2014/15
Table 12: If You Had The Choice Again, Would You Choose The Same Manufacturer? (%), 2014/15
Table 13: View of Main Mobile Mining Equipment Supplier vs. Peers in the Market (%), 2014/15
Table 14: Do You Anticipate Switching to a Different Supplier Within the next Five Years? (%), 2014/15

1.2 List of Figures
Figure 1: Average Ratings for Key Factors When Choosing an Equipment Supplier - Highest- and Lowest-Rated Criteria, 2014/15
Figure 2: Average Importance Ratings vs Average Performance Rating for Main Supplier, 2014/15
Figure 3: Areas Where Main Suppliers Differentiated Themselves from Their Competitors (%), 2014/15
Figure 4: If You Had the Choice Again, Would You Choose the Same Manufacturer? (%), 2014/15
Figure 5: Do You Anticipate Switching to a Different Supplier Within the Next Five Years? (%), 2014/15
Figure 6: Areas of Improvement for Equipment Suppliers, 2014/15
Figure 7: Average Ratings for Key Factors When Choosing an Equipment Supplier, 2014/15
Figure 8: Average Ratings for Key Factors When Choosing an Equipment Supplier by Mine Type, 2014/15
Figure 9: Average Ratings of Key Factors When Choosing an Equipment Supplier by Region, 2014/15
Figure 10: Average Ratings of Key Factors When Choosing an Equipment Supplier for Precious and Base Metals, 2014/15
Figure 11: Average Ratings of Key Factors When Choosing an Equipment Supplier for Coal and Iron Ore, 2014/15
Figure 12: Ratings of Six Key Factors When Choosing an Equipment Supplier by Company Size, 2014/15
Figure 13: Average Importance Ratings vs. Average Performance Rating for Main Supplier, 2014/15
Figure 14: Performance Ratings by Region, 2014/15
Figure 15: Main Heavy Mobile Equipment Suppliers by Share of Respondents (%), 2014/15
Figure 16: Caterpillar - Breakdown of Respondents by Mine Type and Mineral (%), 2014/15
Figure 17: Caterpillar - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Figure 18: Atlas Copco - Breakdown of Respondents by Mine Type and Mineral (%), 2014/15
Figure 19: Atlas Copco - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Figure 20: Sandvik - Breakdown of Respondents by Mine Type and Mineral (%), 2014/15
Figure 21: Sandvik - Customer Satisfaction Ratings and Average Importance Ratings, 2014/15
Figure 22: Customer Satisfaction Ratings for Sandvik, Atlas Copco and Caterpillar, 2014/15
Figure 23: Leading Suppliers by Share of Respondents - Underground Equipment (%), 2014/15
Figure 24: Leading Suppliers by Share of Respondents - Surface Equipment (%), 2014/15
Figure 25: Leading Suppliers by Share of Respondents - Software (%), 2014/15
Figure 26: Areas Where Main Suppliers Differentiated Themselves from their Competitors (%), 2014/15
Figure 27: When Choosing this Supplier, Where do you Feel They Differentiated Themselves from the Competition? (%), 2014/15
Figure 28: If you had the Choice Again would you Choose the Same Manufacturer? (%), 2014/15
Figure 29: ‘Would you Choose the Same Manufacturer Again?' by Region (%), 2014/15
Figure 30: ‘Would you Choose the Same Manufacturer Again?' by Main Supplier (%), 2014/15
Figure 31: View of Main Mobile Mining Equipment Supplier vs Peers in the Market (%), 2014/15
Figure 32: Do you Anticipate Switching to a Different Supplier within the Next Five Years? (%), 2014/15
Figure 33: Do you Anticipate Switching to a Different Supplier within the Next Five Years? (by Region) (%), 2014/15
Figure 34: Areas for Improvement for Equipment Suppliers, 2014/15
Figure 35: Areas for Improvement for Equipment Suppliers by Region, 2014/15
Figure 36: Areas for Improvement for Equipment Suppliers by Commodity, 2014/15
Figure 37: Respondent Countries, 2014/2015
Figure 38: Survey Respondents by Region (%), 2014/15
Figure 39: Survey Respondents by Mine Type (%), 2014/15
Figure 40: Survey Respondents by Commodity (%), 2014/15
Figure 41: Equipment Supplied by Respondents' Major Equipment Supplier by Type (%), 2014/15

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