Facts & Figures: 2012 European Customer Survey

Each year we survey connector users to learn how the industry and individual connector companies are meeting their needs for quality, price, lead times, delivery, and various other service criteria.

In 2012, 477 people from the user community evaluated 44 connector companies.

The largest segment of survey participants was engineers at 47.2% and purchasing at 30.8%. OEMs accounted for 40.9% and distributors 25.4% of total respondents.

The following provides an analysis of the types of users that participated:

Germany had the largest participation with 35%, then France with 10%, followed by the UK at 10%. There was good participation from Italy, Switzerland, Sweden, Spain, and Austria, as well.

Evaluation Methodology

The questionnaire was designed to allow the respondent to check a box, indicating the level of satisfaction or dissatisfaction with a particular vendor. Bishop & Associates then assigned a numerical value to each evaluation, as shown in the following table. This evaluation methodology applies to questions numbered 1 through 12 on the questionnaire.

Using this methodology, scores of 3.500 or lower indicated a degree of “dissatisfaction.” Scores above 3.500 indicated a degree of “satisfaction.”

I. Overall Industry Performance

The connector industry performed well in the survey, achieving an overall score of 4.165.

Connector users gave quality of products the highest evaluation followed by on-time delivery to promised date. Not surprisingly, price competitiveness received the lowest evaluation.

The following table shows how the users evaluate the overall connector industry.

II. Which Companies have the “Best Product Quality”?

In the 2012 European Customer Survey, we asked users, “What is your level of satisfaction with the quality of products?” and evaluated their responses using the evaluation methodology explained above.

The following table identifies the Top Ten Connector Companies in Quality of Products:

Product quality is by far the most important issue to users. To double-check the validity of responses, we asked a second question on quality: “What phrase best describes how you perceive the product quality of each company?”

The choices and numerical valuation were:

The results for the Top Ten are shown in the following table:

Eight companies made the Top Ten on both questions regarding product quality: Samtec, ept, Rosenberger, Telegartner, Phoenix Contact, LEMO SA, HARTING, and Preci-dip.

You will note that LEMO SA moved to number one in product quality on the second question.

Also, Positronic and ODU made the Top Ten list on the second quality question.

III. Which Company Has the “Best Delivery?”

In the 2012 European Customer Survey, we asked users, “What is your level of satisfaction with the performance in meeting (promised) ship dates?”

Survey participants were given six choices from which to select. We then applied a numerical value to each choice, as shown below:

Using this methodology, scores of 3.500 or lower indicate a degree of “dissatisfaction.” Scores above 3.500 indicate a degree of “satisfaction.”

The following table identifies the Top Ten best performers in on-time delivery to promised date:

IV. Which Companies Have the “Best Technical Support & Expertise”?

In the 2012 European Customer Survey, we asked users, “What is your level of satisfaction with Technical Support and Expertise?” using the same evaluation methodology as in the previous question.

The following table identifies the Top Ten best performers in Technical Support and Expertise.

V. Which Company is the Most “Price Competitive?”

In the 2012 European Customer Survey we asked users, “What is your level of satisfaction with Price Competitiveness?” and used the same evaluation methodology as for questions 3 and 4.

The following table identifies the Top Ten most “Price Competitive” companies:


No part of this article may be used without thepermission of Bishop & Associates Inc.

If you would like to subscribe to the ConnectorIndustry Forecast, go to connectorindustry.com and select “Research Reports.” You may also contact us at bishop@bishopinc.com, or by calling 630.443.2702.

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