Customer loyalty 2021
Breadcrumb
Customer loyalty
Nested Applications
Sustainable technologies
Making our customers’ products and processes as eco-friendly as possible is one of our most important goals. We accomplish this through our gases and our applications expertise. For Messer in Europe and Asia, the aggregate share of our applications-related sales contracts with a positive overall impact on the environment was 31.7 percent in 2021 – which was 2 percent more than in the previous year.
One forward-looking example of an environmentally friendly use of our products is clean hydrogen as a sustainable energy source. Messer intensified its commitment in this area in 2021, because hydrogen is a primary lever in the decarbonization of industry and mobility, and therefore an indispensable part of the energy transition.
In 2021, we also placed special emphasis on applications that use our gases to produce, process and distribute food sustainably. The coronavirus pandemic made it clear just how important it is to optimize the shelf life of food to prevent food waste and possible supply bottlenecks. Delivering food “right to the door” also gained importance under pandemic conditions such as quarantines and lockdowns. In this context, our gases are very useful for freezing and cooling food as well as for packaging and transporting it.
The following section presents selected examples of the sustainable use of our gases and gas applications in 2021.
UN Goals Customer loyalty
OUR PRODUCTS AND APPLICATIONS FOR ENVIRONMENTAL PROTECTION
Filling system for dry ice pellets
With the ASCO dry ice pellet filling unit, freshly produced dry ice pellets can be filled directly into containers or boxes and dosed by weight. This is particularly useful when cold chains must not be interrupted and goods have to be shipped under freezing conditions. For filling the dry ice pellets, the unit provides individually storable presets that define the preliminary and main dry ice filling quantity.
Canada: ISO-certified CO2 recovery unit
Together with HTC Extraction Systems, ASCO delivered a unit for recovering carbon dioxide (CO2) to an Alberta-based applied research organization. It extracts six metric tons of CO2 per day from the flue gas of a natural gas-fired power plant. It is the world’s first CO2 recovery plant certified according to ISO 14034 ETV. The certification was carried out by the independent consulting firm 350Solutions.
Canada: Eco-friendly cooling technology with CO2
As a refrigerant for passenger car air conditioners, carbon dioxide (CO2) is a climate-friendly alternative to the tetrafluoroethane that was used in the past. With its cylinder gases segment, Messer in Canada is the country’s key supplier of CO2 in the refrigerant quality required for this application.
France: CO2 for sustainable wastewater treatment
At its site in southwestern France, a company specialized in the production of baby food uses CO2 and the Neutrabox injection system from Messer to neutralize alkaline wastewater. This solution is more eco-friendly, more economical and safer than using mineral acids. It also controls pH more effectively and precisely.
Germany: EcoVap reduces ecological footprint
At FKM Sintertechnik in Biedenkopf, Messer installed new liquid nitrogen tanks and an EcoVap unit to make use of cooling energy. The gas is used for inertization in various sub-processes. The EcoVap unit takes the cold released by the liquefied gas in a cooling plant and transfers it to the circulating coolant. This enables FKM to save energy, cut costs and reduce the size of its ecological footprint. The company also uses shielding and process gases from Messer.
Germany: Hydrogen for public bus service test
In late summer 2021, Messer supplied hydrogen for the trial operation of a fuel cell-powered public bus in the Waldshut-Tiengen district. The four-week test phase successfully investigated the practical feasibility of the vehicle. The bus carried passengers on established routes in normal operation. One fill-up with 38 kilograms held enough fuel for up to 400 kilometers, which more than sufficed for the distance typically traveled over the course of a day, about 300 kilometers.
Germany: Toyota and Messer present the “one-stop shop”
Toyota Tsusho and Messer presented the “one-stop shop” in Höchst. This joint concept for fuel cell-powered buses offers all the associated services from a single source – including the necessary hydrogen infrastructure. Patricia Vasconcelos, Managing Director of the Portuguese bus manufacturer CaetanoBus, used the workshop to give a live demonstration of her company’s fuel cell-powered bus. The event was hosted by industrial services specialist Infraserv and organized by LEA LandesEnergieAgentur Hessen.
Hungary: Hydrogen ice stops nuclear fusion
A few years from now, the ITER nuclear fusion reactor currently under construction in Cadarache, France, will begin fusing hydrogen isotopes. In order to be able to stop the reaction, if necessary, the fusion laboratory of the Energy Research Center in Budapest is developing a secure shutdown mechanism based on the introduction of -260°C hydrogen ice. It is fired at high speed into the target area, where it lowers the temperature and therefore the energy level of the plasma. The fusion laboratory’s gas supply system, which operates at a pressure of 300 bar, was installed by Messer. Messer also supplies the project with high-purity gases such as hydrogen, helium, argon, neon and nitrogen.
Hungary: Gases for flexible solar modules
The Swiss company Flisom specializes in the production of ultralight and flexible solar films. At its film production operation in Hungary, Flisom uses argon, helium and nitrogen from Messer. Flisom’s production technology makes it possible to minimize material and energy requirements for a product with both low levelized cost of electricity (LCoE) and high energy output.
Poland: Oxygen for dairy wastewater treatment plant
Mlekovita Dairy in Baranów has been treating its sewage sludge with oxygen from Messer since 2016 because the addition of oxygen increases the plant’s efficiency. Otherwise, the company would have had to expand its wastewater treatment plant. The gas also helps reduce equipment requirements and the use of chemicals. In a test series, Messer had previously determined the optimal process conditions. The dairy was able to significantly reduce the quantity of wastewater it produces.
Slovenia: On-site oxygen generation benefits glass maker
Messer installed an oxygen production unit in Hrastnik for the glass manufacturer Steklarna Hrastnik. The Slovenian company has been using oxygen to melt glass for more than 50 years now. Previously, the gas has been delivered in tank cars. The new on-site unit significantly reduces the cost and CO2 emissions associated with transport while raising supply reliability at the same time. The use of oxygen increases combustion efficiency in the melting furnace, thereby also lowering CO2 emissions.
Spain: Refrigeration recycles refrigerant
To recycle refrigerators and freezers, Industrias López Soriano (ILSSA) buys liquid nitrogen from Messer. A plant in Zaragoza uses the cryogenic gas to separate out the environmentally harmful refrigerants in a two-step process. ILSSA has more than five recycling plants in the autonomous region of Aragon, which receive waste materials and waste products from all over Spain. Using state-of-the-art technology, ILSSA extracts an extremely wide range of materials from the waste and returns them to the industrial production chain as raw materials.
Spain: Emission-free through Tarragona
The City of Tarragona wants to convert its fleet of buses to emission-free vehicles. For the test drive with a hydrogen-powered bus, Messer delivered the gas from a fuel pump installed at the company’s site in Vilaseca. Along with the municipal authorities of Tarragona, Toyota and CaetanoBus were also involved in the organization of the test run. Together with Messer, they offer a comprehensive solution for the operation of hydrogen-powered bus fleets.
Switzerland: Ozone cracks pollutants
Ozone is extremely reactive and has potentially beneficial applications, such as converting noxious drug residues into harmless substances. And that is why ozone is playing an increasingly important role in sewage treatment. The wastewater treatment plant in Reinach in northern Switzerland adds an average of two to three grams of ozone per cubic meter of wastewater. The process is easy to handle, not labor-intensive, and considerably less expensive than alternative methods. The ozone is produced on site using oxygen from Messer.
USA: Expanded hydrogen supply for car manufacturing plant
At a car manufacturing plant in Greer, South Carolina, Messer installed a redundant hydrogen supply system with high-capacity pumps and a 90,000-liter liquefied hydrogen tank. Messer has already been developing, installing, operating and maintaining the hydrogen supply and refueling infrastructure for the manufacturing plant since 2010. It supplies more than 700 forklifts and material handling vehicles today – one of the largest fleets of this type in the USA.
Our products and applications for food
France: Dry ice for food deliveries
When delivering frozen food to end customers in Greater Paris, the retail chain Casino Group’s subsidiary O’logistique relies on SnowDrop units from Messer and MiniCryo boxes from Olivo Cold Logistics. Dry ice snow securely stored in the lid keeps the contents of the delivery boxes reliably cooled for up to 18 hours. A Messer-patented SnowDrop machine produces fresh dry ice snow and automatically feeds it into the lids.
Germany: Proteins from sunflowers
When pressing sunflower oil, only about 40 percent of the seed weight is used for food. Until recently, the remaining components, which contain valuable fibers and proteins, were processed into animal feed or even discarded. The German company Sunbloom has developed a process that now makes it possible to recover proteins from sunflower seeds. Messer supplies Sunbloom with high-purity test gases used in laboratory analyses.
Switzerland: Flavor protection for vegan cheese
The food manufacturer New Roots in Oberdiessbach, Switzerland, has been using plant-based materials to produce alternatives to soft cheese, cream cheese, cheese spread, crème fraîche, fondue and yogurt for the past six years. The protective gas Gourmet N70 is used to package the various cheese spreads. It extends product shelf life, thereby also preventing food waste.
USA: Cooling and freezing technology on display
On the virtual trade fair stand at the International Production & Processing Expo 2021 Marketplace (IPPE), Messer Americas showed the new Wave Impingement Freezer as well as the Bottom Injection Chilling System for mixing proteins and ingredients in the food industry. Converting to cooling and freezing by means of liquid nitrogen can yield large efficiency gains. In connection with this, Messer offers virtual engineering and consulting services to help customers optimize processes and develop application-specific solutions.
Satisfaction of our customers
Because the satisfaction of our customers is a fundamental metric of our success, Messer continuously monitors satisfaction and solicits information concerning individual needs. We transform the results into improvements in our products, processes and services. This in turn helps improve our customers’ satisfaction and performance – and thereby also reinforces customer loyalty.
Customer satisfaction surveys 2021
Customer satisfaction surveys
We measure the satisfaction of our customers through systematic surveys and incorporate the results into our management processes. With the Net Promoter Score (NPS), we have established an additional indicator for our customer satisfaction analyses.
In 2021, we conducted our customer satisfaction surveys at eight Messer sites in Europe – specifically, in France and Spain, as well as in Romania, Poland, Bosnia-Herzegovina, North Macedonia, Bulgaria and Slovakia. In all, 14,550 companies were contacted. Subsequently, 1,012 questionnaires were evaluated and the results were summarized by regions. The evaluations were made on a scale of 1 for “very dissatisfied” to 10 for “very satisfied.”
The Western European companies obtained an average evaluation between 8.4 and 9.0; in the previous year the values ranged from 8.9 to 9.4. Despite that slight degradation, the overall result remains high. The Central and Eastern European companies achieved an average evaluation between 8.5 and 9.7. This result also reflects a high level. Improvement potentials were identified and implemented for the individual countries to further raise the satisfaction of our customers.
The businesses in the Americas, also conducted a customer satisfaction survey in 2021. The survey focused on customer sentiments and satisfaction with Messer products, services, safety and brand recognition. The survey scores demonstrated an above-average performance in overall satisfaction. The team continues to focus on delivering a great customer experience through speed, ease, consistency, relevancy, transparency and personal touch.
There were 4,150 people participated in our customer satisfaction surveys in 2021, which was slightly more than the 3,927 participants in the previous year.
Interaction with our customers
We have a wide range of information offerings and opportunities to collaborate with our customers. Due to the Covid-19 pandemic and the associated protection measures, digital communication channels such as online meetings and remote services played a particularly important role in 2021. We managed to prove that Messer is also able to remain close to its customers at a distance. Selected examples of this are provided below.
Interaction with our customers
Feedback about our magazine for industrial gases
Our digital magazine “Gases for Life” is a timely source of information for a wide audience: the magazine serves both professionally oriented target groups and people with a general interest in the world of industrial gases. “Gases for Life” is published three times a year in English, German, Spanish and Czech. In 2021, our magazine’s layout was optimized: among other things, it now enables readers to share individual articles via social media. In 2021, European customers and interested parties sent us a total of 1,170 positive responses about the content of our magazine. In the previous year, that figure was 2,056.
Messer Innovation Forum
The Messer Innovation Forum’s webinars have established it as a platform for application engineering-related advanced training. A total of 159 webinars were conducted in 2021, reaching 870 external and 940 internal participants. As in the previous year, topics covered the full range of application areas, including food, metallurgy, welding and cutting, industry and chemistry/environment. The platform was used by the national subsidiaries and also by ASCO.
Non-contact service via ShareView app
In view of contact restrictions during the coronavirus pandemic, the “Messer ShareView” e-service offered clear benefits. “Messer ShareView” enables our specialists to make virtual contact with customers virtually – to provide direct assistance and advice with technical problems in production operations, for example. The app can be installed on computers, tablets or smartphones and is easy to use. It is designed for the digital transmission of live streams, chats and documents.
Canada: Remote maintenance for dry ice machine
To keep up with growing demand, a Canadian dry ice manufacturer raised its production capacity with the addition of a dry ice machine from ASCO. It can produce up to 400 kilograms of dry ice per hour in the form of slices or pellets. While setting up the machine and during the start-up phase, the Swiss ASCO team provided support to the Canadian customer via remote maintenance.
Spain: Digital quality certificates
After batch analysis, Messer in Spain issues the appropriate quality certificate for the food-grade and specialty gases it produces and also for the Diveline and Pharmaline brand gases it produces. In the past, that certificate was printed out and affixed to the individual cylinders. With the introduction of digital certificates, Messer is helping to improve quality control processes: the certificate is stored in the filling plant and can be called up with a QR code on the cylinder. In addition, digital safety information for pressurized gas cylinders has been introduced. All cylinder labels include the corresponding QR code.
USA: Experiencing expertise in the Technical Center
At Messer’s Technical Center in Cleveland, Ohio, guests can experience practical demonstrations of gas technologies – in person or virtually. Our team helps current and potential customers identify and implement solutions through consultation, testing, analysis, training, joint development and practical demonstrations of applied gas technologies. Messer’s specialists work closely together with the customers to help them achieve their goals.