What Influences B2B Buying Behaviour? : An empirical study of Fläkt Woods and its customers

Abstract: This study has been conducted in cooperation with Fläkt Woods, an industrial supplier of ventilation systems. The study only concerned chilled beams which are an explicit group of ventilation products within Fläkt Woods’ product portfolio. The purpose of the study was to explore how Fläkt Woods’ customers perceive certain elements when choosing Fläkt Woods as a supplier of chilled beams and why they perceive them the way they do. The elements include quality, service, technical performance, technical knowledge, communication, time of delivery, installation, calculation program, flexibility, market adjustment, technical documentation, relationships and geographic distance. The study has been conducted employing a combination of both a quantitative and a qualitative approach in which a questionnaire has been sent out to Fläkt Woods’ customers in order to shed light on their opinions. The results showed that most of Fläkt Woods’ customers are satisfied or even very satisfied with the elements that were investigated. The elements that the customers were most satisfied with concerning the chilled beams were quality, service and technical knowledge. They believe that Fläkt Woods’ products have a good finish, that they are easy to get in touch with, that they are able and willing to give quick answers and feedback and that they have great knowledge about their chilled beams. The element that the customers are least satisfied with and that Fläkt Woods need to improve is flexibility. Even if Fläkt Woods believe that their special solutions are flexible, their customers do not fully agree. The customers’ attitude towards the flexibility is that Fläkt Woods prefer to provide standard solutions of chilled beams rather than offering special solutions. The results also showed that Fläkt Woods’ competitors are one step ahead considering the design of chilled beams. Thus, design is an element of the marketing program that Fläkt Woods need to improve. Furthermore, the study showed that relationships and communication which represent the “soft” elements concerning human interaction are just as important as the rest of the elements. Thus, Fläkt Woods need to consider these elements as well as the others when outlining the marketing program.