Insights
You Said, We Did.
Announcing the release of our brand-new publication; "You Said, We Did."
07 Mar 2022
2 min
Larry King, the legendary talk show host, once said…
…if I’m going to learn, I must do it by listening.
We’ve been listening to our customers, learning how we can improve, and in our new “You Said, We Did.” publication, we tell our customers about some of those changes through a Case Study format. Roshena De Leon, our Global Insights Manager and Voice of Customer programme lead shares her thoughts on the successes of the programme.
In 2021, we introduced a revised and updated Voice of Customer programme which allows us to gather feedback from our customers and helps us better understand their needs, and how we can best respond.
We asked Roshena why she thinks the Voice of Customer programme is important.
At Fonterra, we measure our success through the eyes of our customers. It’s more than just delivering the best quality products, it’s also about the service we provide our customers – that’s something we take seriously. We’re continually looking for ways to deliver a world-class experience and what better way to start than providing a way for our customers to tell us what they value
In the past year alone, almost a thousand customers globally provided their feedback on how they are feeling about working with Fonterra across different areas of interactions and touchpoints.
When we analysed what our customers were telling us, three clear areas emerged – these are the things that we should focus on first:
Partnership
How we work together
Operational Performance
How we deliver what you need
Pricing
How we are clear about our pricing
Not only does the annual programme provide continuous opportunities for improvement, but it also ensures that we’re using customer insights to drive our customer experience improvements.
The new “You Said, We Did.” publication highlights some of these improvements. As Roshena puts it
The feedback we got from our customers gave us really good directions on what we can do better. We want to make sure that we communicate back to them about how we’re using their feedback to make improvements
