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Customer loyalty

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Customer Loyalty 2023

Customer Loyalty

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Sustainable technologies

Making our customers’ products and processes as economical, efficient, and sustainable as possible is one of our most important goals and a key aspect of our commitment to customer loyalty. In 2023 we succeeded in increasing our customers’ competitiveness and thus their economic success in a variety of ways. 

Messer is continuously expanding its range of customer-oriented digital tools. These simplify routines, facilitate work processes, and provide targeted information. Examples of this are the e-services that Messer offers its customers. They range from ordering/reordering, stock management and invoicing to product or application-specific information and applications that can be used to handle feedback and technical questions. In addition, digital technologies are used to optimize customer care.

Accordion Intro Customer Loyalty

Messer offers customers with correspondingly large gas requirements storage tanks for rent that are equipped with level gauges and a SIM card. Once a day the current fill level is automatically transmitted to Messer via the mobile phone network. Logistics knows the customer’s consumption profile from the filling level data, which can be evaluated to optimize supply. If the tank level falls below a minimum quantity defined by the customer, a subsequent delivery is automatically scheduled in the route planning system. 

The route planning itself is optimized with the help of software. It ensures that the tanker truck travels to the various delivery points via the shortest route and with the most efficient distribution of the transported gas. 

The gas supply is even more direct and fully automated via an on-site plant, from which the gases flow to customers via pipelines. There, production follows the actual purchase volume virtually every minute; transportation by truck and the associated emissions are completely eliminated.
 

Messer is the first major industrial gas company to expand its range of services for its customers with a digital cylinder bundle, thus offering even greater supply reliability: with the new MegaPack D series, gas bundles can be integrated into Industry 4.0 applications. 

Messer’s customers benefit from the electronic recording of their gas consumption by being able to monitor their requirements more effectively and plan ahead, also in terms of costs. This eliminates the need to manually monitor the fill level of the bundles.

A pressure transmitter records the fill level, and a data transmission module reports it to the responsible authority. Depending on the type of service contract follow-up actions are triggered - up to and including the complete takeover of automated replenishment by Messer. 

MegaPack D communicates independently of any customer infrastructure such as WLAN or gateways and includes all bundles located at the customer’s premises, regardless of whether they are in use or not.
 

Satisfaction of our customers

The satisfaction of our customers is a fundamental indicator of our success. That is why Messer continuously monitors the level of satisfaction and asks about individual needs. We use the results to derive improvements to our products, processes, and services. In this way, we strengthen the performance of our customers - and thus also their satisfaction and loyalty. 

Customer satisfaction surveys

We measure the satisfaction of our customers through systematic surveys and integrate the results into our management processes. 

Customer satisfaction surveys were conducted in Asia and Europe in 2023. In Asia customer satisfaction was surveyed in one operating company in Vietnam and across fourteen operating companies in China, including those with a focus on specialty gases. In Europe it was conducted in five countries and included a customer satisfaction survey for gas centers. The survey was translated into local language as well to make it more user-friendly. Overall, 1,312 questionnaires were successfully submitted. The measurement of customer satisfaction (Customer SATisfaction = CSAT) accounted for 30 percent of the total, while the remaining 70 percent was distributed across 21 services provided by Messer in the following areas: sales support, logistics, technical service, back office, and SHEQ management. Complaint management was handled separately. In addition, the Net Promoter Score (NPS), which was introduced in 2020, has gradually been used by all operating companies. This makes it possible to compare loyalty and satisfaction measurements with those of peers or other companies. Suggestions from customers were actively sought to identify reasons for dissatisfaction in a particular area, gather specific requests for improvement and obtain additional information on how Messer can better support them. In 2023 the combined CSAT and NPS scores in Asia and Europe saw improvements, with the overall CSAT reaching 94.2 percent and NPS achieving 70.4 percent. 

Continuous improvement is at the heart of what we do. In 2023 we implemented measures to further improve how we collect feedback from customers. The Messer companies in China and Vietnam that conducted surveys began to follow the Group’s guidelines and use the standardized survey. They will continue to do so in the future. In Europe Messer implemented a new tool for customer satisfaction surveys. The user-friendly interface and comprehensive features will help to streamline the process while improving customer experience.

In the Americas, customer satisfaction surveys are conducted every two years, most recently in 2022. The next survey is scheduled to take place starting in September 2024.
 

UN Goals Customer loyalty 2023

  • UN Goal 1 - No poverty
  • UN Goal 2 - Zero hunger
  • UN Goal 3 - Good health and well-being
  • UN Goal 4 - Quality education
  • UN Goal 5 - Gender equality
  • UN Goal 6 - Clean water and sanitation
  • UN Goal 7 - Affordable and clean energy
  • UN Goal 8 - Decent work and economic growth
  • UN Goal - Industry, innovation and infrastructure
  • UN Goal 10 - Reduced inequalities
  • UN Goal - Sustainable cities and communities
  • UN Goal - Responsible consumption and production
  • UN Goal - Climate action
  • UN Goal - Life below water
  • UN Goal - Life on land
  • UN Goal 16 - Peace, justice and strong institutions
  • UN Goal 17 - Partnerships for the goals

Products and applications for decarbonization

In order to drive forward the decarbonization of industry and mobility, Messer attaches great importance to the recovery, use, and storage of CO₂, applications with clean hydrogen and efficient high-temperature processes. 

While carbon dioxide is essential for life and industry, excessive CO₂ emissions caused by human activity are considered to be the main cause of climate change. This is why Messer founded ZeCarb. ZeCarb stands for “Zero Carbon”. ZeCarb’s services help to counteract climate change: industries that are difficult to decarbonize are supported in capturing, storing and/or recycling carbon dioxide by means of “Carbon Capture as a Service” (CCaaS; CO₂ recovery as a service). ZeCarb utilizes Messer’s decades of experience in CO₂ recovery and has a global partner network to capture various CO₂ sources and capacities worldwide. 

Hydrogen is considered a key factor in the decarbonization of industry and mobility. Messer is focusing on selected segments in order to be able to respond more specifically to the associated requirements. These are the “H₂ One-Stop Shop”, a holistic service for the operation of bus fleets, the “H₂ Refueling Solution”, which bundles experience, expertise and safety in hydrogen supply and refueling, and the “H₂ On Site Concept”, which includes cost-optimized solutions for the on-site production of clean hydrogen including the optimal use/marketing of all by-products. Safety is crucial for the use of hydrogen on a large scale. As an industrial gas specialist Messer has many years of experience with hydrogen - from quality assurance to filling technology and logistics, right through to application.

Many different types of furnaces are used in heating, melting, refining, cleaning, and calcining processes. They are used for the production of non-ferrous and ferrous metals, glass, ceramics, mineral materials and many other purposes. In these furnaces it often makes sense to inject oxygen or other gases or to use oxyfuel combustion, which increases process efficiency and thus reduces CO₂ emissions. Messer offers tailor-made oxyfuel burner technology with a low Nox content and high output for this purpose. With two device families for injection and combustion processes and systems, a wide range of applications can be covered. The strengths of the Oxipyr and Oxijet technologies are high capacity, low downtime, low emissions, and flexible adaptation to various existing processes.

Accordion examples products and applications for decarbonization

Messer invested in a CO₂ recovery plant in Austria in 2023, which will use an innovative technology from BASF to recover CO₂ from flue gas. With the help of recovery and purification processes, Messer aims to make the gas available for reuse and thus increase the security of supply for companies in western Austria, South Tyrol, eastern Switzerland, and Bavaria. In future these companies will be supplied with liquid CO₂ by tanker over shorter distances. CO₂ is a sought-after raw material in the food industry, which was previously often obtained as a by-product from ammonia production for this use. The combination of Messer’s own expertise in plant and equipment construction with BASF’s technology will enable Messer to build and operate energy-efficient and economical CO₂ recovery plants.

With HyCut, Messer is the first gas supplier to launch hydrogen on the market as a CO₂-neutral fuel gas for oxyfuel technology. The use of HyCut is the result of joint development work with Messer Cutting Systems. 

HyCut gases not only avoid any CO₂ emissions, but also significantly reduce the emission of nitrogen oxides and dust and lower the noise level. Compared to conventional oxyfuel technology, HyCut therefore significantly improves health protection in the workplace. Hydrogen requires less oxygen for complete combustion than traditional fuel gases. Together with the high output this can help to reduce costs. Special torches and nozzles have been developed to make optimum use of HyCut. The gas can be supplied in individual cylinders, bundles or by trailer. In addition to flame cutting, it is also very suitable for heating and straightening, soldering and flame spraying.
 

The eTouring Car World Cup is a racing series for electrically powered vehicles that takes place on existing racetracks. These circuits were built for cars with combustion engines and generally do not have fast-charging stations. So, the teams have to rely on other energy sources. These could be diesel generators, but this does not fit in with the ecological approach of the racing series. Instead, generators are used that produce electricity from hydrogen with the help of fuel cells. At the Hungaroring racetrack in Hungary, it was supplied by Messer for the Hyundai, Alfa Romeo and Cupra racing teams.

Messer supported the Slovakian start-up company Mobility & Innovation Production (M&IP) in the development of a hydrogen-powered city bus. The vehicle is a modified version of an electric bus also manufactured by M&IP. The batteries were largely replaced by hydrogen tanks and a fuel cell that generates the electricity to power the engine. Messer supplied M&IP with the hydrogen for testing the components and helped to flush the hydrogen lines. 

The first public hydrogen filling station in the Czech Republic is located in Ostrava. It is operated by Vítkovice, a real estate developer and utility service provider. The filling station consists of a high-pressure tank, a compressor, and a dispensing system. The hydrogen required comes from Messer. The facility is currently designed to refuel up to ten hydrogen-powered vehicles per day. Thanks to its modular design, it can easily be expanded to refuel up to 40 vehicles a day if demand increases. 

In 2023 Messer supported the commissioning of HYmpulsion, a network of filling stations for clean hydrogen in the Auvergne-Rhône-Alpes region. As part of the “Zero Emission Valley” project, HYmpulsion is responsible for the design, dimensioning, installation, and operation of the hydrogen infrastructure. This project, the first of its kind in France, aims to accelerate the use of clean mobility. As a partner Messer contributed its hydrogen expertise and ensured that the stations were reliably supplied with hydrogen during the start-up phase. Later it is to be produced directly on site.

Products and applications for industrial production

Messer presented its gas solutions for all production processes in powder metallurgy for the first time at the “China International Powder Metallurgy and Cemented Carbide Exhibition”. Various products and processes within powder metallurgy, such as aerosol powder, sintering, heat treatment, hot isostatic sintering and steam treatment, require industrial gases. The type, quality, and application of the gases have a major influence on the quality of the powder metallurgy process and the end product. Messer has developed customized products and technical solutions for these processes. These include Neutrotherm® and Hydrotherm®, patented technologies that help to increase the productivity of the sintering process while improving product quality and application safety. 

The specialty chemicals manufacturer Evonik requires methyl chloride (CH₃Cl) for the production of surfactants, the main ingredient in most cleaning agents. However, the methyl chloride does not react completely with the other ingredients. Excess methyl chloride must be removed from the product and is vaporized for this purpose. The vapor is passed through a nitrogen-cooled heat exchanger, which is part of a heat transfer circuit. In order to also recover the non-condensed quantities Evonik uses an additional freezing stage instead of an adsorber, which also obtains its cooling from the nitrogen. These purely cryogenic processes for methyl chloride condensation are particularly economical because the liquid nitrogen that provides the cooling can be reused as a gas in the nitrogen supply network at the respective site after evaporation. The nitrogen that Messer supplies is therefore used for cooling and inerting. 

Nobian, a European market leader in the production of salt, basic chemicals, and energy, produces methyl chloride at Industriepark Höchst in Frankfurt, Germany. From there the liquefied methyl chloride is transported to customers via trailers and tank wagons. Nitrogen is injected into the tankers to speed up the unloading process into the customers’ storage tanks. After unloading the trailers or tank wagons are returned to Nobian with a residual mixture of the two gases. Before they can be refilled, this mixture must be removed. This is where cryogenic liquid nitrogen from Messer comes into play: the exhaust gas is passed through a heat exchanger. This cools the exhaust gas precisely using liquid nitrogen in a special condenser. Most of the methyl chloride condenses and can be reused immediately. A molecular sieve adsorbs the remaining portion. Nitrogen is also required to operate the adsorber. This process combination was specially developed for Nobian to ensure continuous compliance with legal limits and to prevent the release of methyl chloride into the ambient air. 

Messer used the Powtech trade fair, which took place in Nuremberg, Germany, in September 2023 to present solutions for cryogenic grinding, composite separation, and the production of powders for 3D printing. Information was provided on the use of liquid nitrogen and carbon dioxide for cold grinding as well as cryogenic systems for product and mill cooling. 

A new air separation unit (ASU), construction of which began in January 2023 in McGregor, Texas, USA, can be considered a showcase model when it comes to Messer’s commitment to environmental sustainability. This is because the new ASU is powered by a renewable energy source at the site - and is therefore explicitly intended to appeal to companies looking for sustainable solutions for their business. The integration of the McGregor site into Messer’s ASU network will also further increase the security of supply for customers in the region.

Products and applications for welding and cutting

The trend towards higher laser power in laser cutting has an impact on the entire process. For example, the higher energy density can lead to particles being burnt onto the surface of the cutting optics. Nitrogen, an inert cutting gas, protects the cutting surfaces of modern high-performance machines from oxidation. In addition, a particle filter installed as close as possible to the cutting head can provide effective protection and remove harmful impurities from the gas. Messer works with proven suppliers to find optimum solutions for all aspects of laser cutting - including Messer Cutting Systems, for example. 

The Hungarian company BeStrong not only manufactures fitness equipment, but it also designs and builds entire outdoor fitness parks. When manufacturing the metal components for its equipment, the fitness specialist from Debrecen in Hungary attaches great importance to quality. Messer supplies the company with the necessary gases - nitrogen and oxygen for laser cutting and Ferroline C8 for MAG welding.

Sortimo Walter Rüegg AG from Switzerland specializes in the individual outfitting of workshop vehicles. Sortimo completely equips up to 150 such service vehicles per week. The Aluline He15N and Ferroline C18 mixtures as well as argon and liquid nitrogen from Messer are used for welding to produce the dimensionally accurate installation systems. 

Products and applications for food

In December 2023 Sichuan Messer Gas Products Co., Ltd. received a great honor at the “Coca-Cola Sichuan Supplier Conference”: the company was awarded the “2023 Best Quality Award”. This award is a high recognition of Sichuan Messer’s high-quality gas products and stable, efficient services. As a leading supplier of industrial gases in China, Sichuan Messer consistently focuses on the needs of its customers, strictly controls the quality of its own products, and finds ways to constantly improve the level of service.

Interaction with our customers

Our information offerings and the opportunities for collaboration with our customers are diverse. Communication and information offerings, as well as increased trade fair appearances following the end of the Covid-19 pandemic, play a major role in this. 

Accordion examples of interactions with our customers

In Asia Messer used trade fairs of international importance in China to present its gases and application technologies.

The following examples include leading international trade fairs and events with high regional significance that took place in China.

“PM China”, Shanghai
Messer presented its technologies in China for the first time at “PM China” (Powder Metallurgy China), the world’s most important trade fair for the powder metallurgy industry.

“Seafood Shanghai”, Shanghai
Another premiere for Messer in China was its participation in the “Seafood Shanghai” trade fair. This is one of the most important trade fairs for ready-to-cook foods and the fishing industry in China.

“Fishing Expo", Shanghai
Based on Messer’s global brand "Gourmet®" for food gases, "Meixinbao®" offers the corresponding solutions for the Chinese market. These include products such as nitrogen, carbon dioxide, oxygen, nitrous oxide (laughing gas), hydrogen and argon. The "Fishing Expo" trade fair, which took place in August 2023, provided an excellent opportunity to present the "Meixinbao®" brand to the target group. Messer was represented there for the first time.

In Europe, numerous national companies presented their products, applications, and services at over 30 trade fairs. Ten of these focused on food, six on medicine and four on welding and cutting. Messer’s other trade fair appearances focused on automotive, additive manufacturing, engineering, industry, logistics, metallurgy, and water treatment.

The following examples include leading international trade fairs and events of high regional importance that took place in Europe.

"Tech Industry", Latvia 
Tech Industry” is the largest trade fair for mechanical engineering, metalworking, automation, electronics, and new technologies in the Baltic States and brings together more than 250 companies from at least 18 countries every year. Elme Messer Gaas took the opportunity to present gases and gas applications.

“KOMOT”, Slovenia 
In February 2023 Messer took part in “KOMOT” in Slovenia, a trade fair for the demonstration of industrial solutions and innovations in the fields of municipal services, drinking water supply, wastewater treatment and waste management. “KOMOT” promotes the cross-organizational transfer of knowledge and experience, showcasing new concepts, methods, technologies, and tools in the industrial environment as well as real-life projects.

“Automotiv Hungary”, Hungary 
This international trade fair for the automotive supplier industry is a unique forum for all domestic and foreign suppliers and service providers in the automotive sector. Messer was represented as a co-exhibitor on the stand of the Hungarian Hydrogen Technology Association and presented its expertise in hydrogen technology to the specialist audience. 

“Food Business Days”, Hungary 
Messer appeared at the most important domestic event for the food trade together with Kärcher, a global supplier of cleaning technology, and presented Messer’s own Siber technology for dry ice refrigerated transport and cleaning applications with dry ice. 

“European trade fair of Pediatric Anesthesiology”, Czech Republic 
At the European Congress for Pediatric Anesthesiology, Messer Technogas focused on the presentation of the new product Serynox®. 

“MSV - International Engineering Fair”, Czech Republic
MSV is one of the most important industrial trade fairs in Central Europe. The majority of the visitors are professionals. Almost 80 percent of them have an influence on corporate investments, and a third belong to the top management of their companies. Messer Technogas presented itself at this trade fair at a joint stand with Messer Cutting Systems from Slovakia.

“Steel Construction Day”, Austria 
This meeting of the steel construction industry offered lectures from the fields of technology, sustainability, business, and steel construction research as well as presentations of outstanding steel construction projects. The event was accompanied by a trade exhibition. Twenty-nine companies presented their products and services to the conference participants. 

“Salon du Brasseur”, France 
The “Salon du Brasseur” is France’s leading trade fair for professional and amateur brewers. It was launched over 20 years ago in Saint-Nicolas-de-Port and has established itself as the flagship event for the 1,300 French brewers and associated suppliers of raw materials and equipment.

“CFIA”, France
At this trade fair, which is one of the most important in the European agricultural and food industry, around 1,700 exhibitors presented the latest trends and innovations relating to ingredients & principal adverse effects (PAI), equipment and processes as well as packaging.

“MetalMadrid”, Spain 
As part of “Advanced Manufacturing Madrid”, this trade fair is regarded throughout the country as the leading event in the field of metal manufacturing, machining, and processing. Messer presented gases and gas applications.

“National Congress of Hospital Engineering”, Spain 
Messer Ibérica took part in this event for the seventh time. In 2023 the theme was “Blue economy: sustainability in the healthcare sector”. This congress brings together the key players in the sector at a national level. 

In the Americas region trade fair appearances focusing on food and environmental protection should be highlighted for 2023.

“Seafood Expo”, Boston 
At Seafood Expo 2023 in Boston, Massachusetts, Messer presented technologies that help the fish farming and processing industry “swim upstream” with greater throughput, less effort, and a safer cryogenic supply. Messer’s team of experts supports the seafood industry in delivering its high-quality products safely from fish farm to freezer. This is done by using the latest technologies for individually quick-frozen products (IQF) and oxygen supply systems, which increase production by up to 20 to 50 percent. The “Messer Wave Impingement Freezer”, the range of spiral freezers, nitrogen mixing refrigeration systems and FARMOX oxygen feed solutions were presented at the Seafood Expo.

“International Production & Processing Expo”, Atlanta 
At the International Production and Processing Expo (IPPE) 2023 in Atlanta, Georgia, Messer used an augmented reality application that enabled trade visitors to discover our portfolio of freezing application technologies. Messer also celebrated the 100th installation of our Nitrogen Bottom Injection Cooling System, demonstrating that we are developing differentiated technologies that support temperature control at every step of the customer process.

“Sustainability Summit” 
In July 2023 Messer’s ESG team took part in the “Sustainability Summit”. The theme of the summit, organized by The Conference Board, was “Succeeding in the Global Energy Transition”. The event brought together company executives and other business professionals to learn about new products and services, discover innovative ways of operating and find better ways to communicate with employees, investors, and customers. 
As a representative of Messer, Patricia Hargil, Vice President Performance Transformation, took part in a panel discussion and also moderated a round table discussion.
The summit was an excellent opportunity for Messer in America to keep its finger on the pulse of market developments, discuss ESG issues and promote the continuous improvement of its own sustainability program.

Chapter

Strategic integration of CR
Sustainable business
The Messer team
Safety & Health
Environmental & climate protection
Customer Loyalty
Commitment to education & social justice