We take pride in the fact that many of our relationships stretch back for years – and even decades. We believe this is because we are continually working together to find the most sustainable, cost-effective solution to complex challenges.
Our drive to improve as a customer centric company starts with our Customer Value Proposition. The only thing that matters to us is what matters to our customers. Through continuous, regular collection of performance feedback, we learn what we are doing well and where we're falling short.
We have designed a holistic Customer Experience approach which focuses on eight touchpoints, which are specific events or activities defined by our customers as crucial to their relationship with us. These are the ‘moments of truth’ where we cannot fail to deliver and must aim to ‘delight’ the customer. The programme aims to:
Effectively and rapidly address customer needs and issues arising from feedback throughout the entire customer journey
Incorporate customer insights in standard business processes and use customer feedback data to build long-term strategies, inform business decisions and drive continuous improvement
Strengthen a customer-based mindset across our organisation.
We piloted the Customer Experience programme in 2017 and started the roll out to our clusters at the start of 2018.
Sustainable product labelling continues to drive consumers and therefore also our customers. According to our consumer environment survey, over 80 percent say they often or sometimes look for environmental logos when shopping for beverages and 56 percent say that environmental logos make a brand more trustworthy. And, because one out of every two consumers globally recognises the Forest Stewardship Council™ (FSC™) label, our support for FSC labelling is helping drive positive consumer choices.
The FSC license code for Tetra Pak is FSC™ C014047.
Our biannual environment survey offers an insight into the environmental expectations of global consumers, allowing us to identify market opportunities and threats, as well as share insights and engage our customers. Our most recent survey (2017) polled 6,500 consumers across 13 global markets. Key findings include:
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About Tetra Pak
Together with our customers we make food safe and available, everywhere. Since the start in 1951 we have taken pride in providing the best possible processing and packaging solutions for food.