From initial contact to IML label delivery, customers are our priority.
In a quality-driven environment centered on close customer relations, continuous improvement is essential. Our recent customer satisfaction survey provides insights and action points to further enhance these relationships.
Overall satisfaction: 8.1/10
Customers attribute us an 8.1/10 as overall satisfaction score, an improvement from our last survey. Results show that the personal contact and collaboration with our customers, our drive for innovation, quality and competence are and remain our strong suits.
While we recorded progress on key areas such as delivery lead times, transport and reaction time to pdf proofs, the feedback collected points at further improvement opportunities. We confirm our commitment to further align those key performance indicators with our customers’ expectations.
Support and communication
The survey reveals that our Inside Sales and the knowledge we bring to our customers are appreciated and improved over time.
As some further opportunities for improvement were communicated during this survey, we will keep working on tools and competencies on the way to a seamless information flow.
Service and Innovation
The comments and ratings on our service are at a good level, nonetheless some variations within certain circumstances (claims handling, delays in deliveries) present an opportunity for improvement and we will put even more effort into improving them.
As we want to maintain our leadership in innovation, we will further engage our customers and partners in further understanding challenges and opportunities to be addressed, by bringing them even closer to our ideation process.
Methodology
The customer satisfaction survey was conducted in Q2 2025. All the respondents were contacted by mail and 70 respondents participated. The results were analyzed by MCC Global IML Quality Management department. For a summary of the previous survey in 2022, click here.
