Customer satisfaction procedure
For new customers, we try to figure out what their fundamental needs and expectations are of the customer to enhance costumer satisfaction. Specific requirements must be known prior to the delivery. All new claims will be checked in advance.
Costumer satisfaction: agreements
When there are customer agreements with regard to:
- product recipe (including raw material characteristics)
- process technology requirements
these conditions must be met.
Everything is included in the delivery contract if it deviates from the usual delivery contract.
Specification delivery concerning satisfaction
Specifications are given to the client prior to the delivery. After approval, delivery can be made.
Costumer satisfaction and expactations
If there is a need to deviate from the customer requirement / expectation due to any circumstance, this will be communicated to the customer prior to delivery. The customer decides whether they would rather receive the product or an alternative. This is recorded as incident / complaint and if necessary agreed in writing with the client.
The product wishes and requirements, if necessary or by private label, are included in the final specification. Monitoring compliance of specific requirements takes place on the basis of complaints and verification.
General customer satisfaction is determined in the yearly management review.
The customer satisfaction is determined by:
- Total complaints;
- Sales growth by customers;
- Sales market by customers;
- Lost relationships;
- Feedback from customers.