- 28 October 2020
- Return
Looking at a representative panel in the 2019 customer satisfaction survey, we have highlighted a number of important points. The actions taken in 2020 in response to your suggestions are described below.
Customer satisfaction survey
94% of customers satisfied
The 2019 survey revealed the long-term satisfaction of our customers. 94% are satisfied or very satisfied with our services. An average score of 7.8 / 10 shows an increase of 0.4 points compared to our 2017 consultation.
Two main reasons behind this result are the reliability of our ordering process and our continuous improvement approach. A new ERP (integrated management software) has been implemented at Elixens France in 2014 and regular improvements on processes are made within our teams.
Sales and marketing expectations
Weaker progress in our pre-sales approach was highlighted, both in terms of sales presence, the quality of our marketing tools and general knowledge of our products.
Answers made in 2020
Strengthening the sales team
In July 2020, we had the pleasure of welcoming a new sales manager to our team, Remy BOVA.
Rémy has been working in the raw materials industry since 2015. He mainly deals with French and Asian customers.
New website
After a qualitative survey about our customers' expectations and several months of hard work, we are proud to introduce our new website. It offers the possibility to find detailed information on hundreds of products and to send online requests for quotations. It also features our tailor-made support for your projects.
A search engine makes it easier to select the ingredient that best suits your needs and your application.
Please note that not all products are online at the moment, we invite you to contact us directly for particular needs.
We would like to thank our partners on this project: "Le Moulin Digital" for helping us define our expectations, the agency "6Tematik" who created the website and "We Think We Do" for their advice on digital solutions.
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