From the first contact with our company to the delivery of IML labels at your plant, we put you – our customer - first.
In a quality-focused environment driven by close customer relations, continuous improvement is key. Our recent customer satisfaction survey sources us with insights, ideas and action points to make that customer relation even better.
Overall satisfaction: 7.8/10
Customers attribute us an overall 7.8/10. Results show that the personal contact and collaboration with our customers, our drive for innovation, quality and competence are and remain our strong suits.
On the other hand, we also learn that we’re not always meeting expectations when it comes to delivery lead times, transport and reaction time to pdf proofs. We’ve already defined next steps in order to improve on these aspects of our collaboration.
Communication
The survey reveals that the reach of our different communication tools has decreased significantly. Is this due to the name change we introduced since the last survey? Or is it a consequence of new technical systems we use for our newsletters, website, etc.?
We aim to inform, inspire and educate. We promise to investigate how we can up our game, and which topics, formats and communication tools we need to revise or introduce to remain thought leader in the IML business.
Innovation
Many of our customers see MCC Verstraete as an innovator in the industry. Pioneering in sustainable (in mold label) solutions and open-minded when working with customers, suppliers, third-parties, research institutes etc. to come up with new technologies and products.
An area of improvement in terms of innovations, is to better follow-up on requested innovation boxes, sample kits and leaflets. This can be related to the communication topic mentioned above. Action will be taken in order to better explain certain new product launches to you in a personal, tailored way.
Methodology
The customer satisfaction survey was conducted in Q3 2022. Half of the respondents were contacted by mail, the other half took the survey by phone, guided by an MCC Verstraete employee. 116 respondents participated. The results were analyzed by MCC Verstraete’s Quality Management department. For a summary of the previous survey in 2020, click here.
