Customer satisfaction is, along with service quality and product safety, a fundamental objective for Viscofan. A commitment strongly supported by the 34% of estimated market that has relied on our products in 2019.
In this sense, the sales team has a satisfaction evaluation system that allows them to directly obtain the opinion of the customers by measuring mainly four parameters (Product Quality, Delivery Service, Economic Competitiveness and Technical Assistance). In the last wave of the survey, a total of 197 questionnaires were sent out and a result reflecting an 86% satisfaction rate was obtained.
Viscofan has a very comprehensive integrated complaints and claims system that facilitates dialogue and communication to record, identify, follow up and analyse any communication of dissatisfaction with the product or service provided by the Viscofan Group to its customers.
Likewise, Viscofan has a very comprehensive integrated complaints and claims system that facilitates dialogue and communication to record, identify, follow up and analyse any communication of dissatisfaction with the product or service provided by the Viscofan Group to its customers. It is a system of cross-sectional, continuous improvement in which the departments involved must analyse the cause of the dissatisfaction and provide the corrective actions that will be established in the organisation to avoid its repetition. Any dissatisfaction is analysed, making it possible to control both the material that is returned as a result of the complaints and compensations paid to customers. In 2019, a total of 3,373 complaints* were registered in our systems, including both service and administrative or product complaints, compared to 3,036 complaints in the previous year, and none were registered regarding customer data protection. A large part of the increase in complaints compared to 2018 is due to the increase in the volume and range of products, and on the other hand, to greater discipline and efficiency in the registration of complaints - especially administrative, transport and commercial ones - which have been added to the technical ones, and for which the computer tool being used has been improved.
In addition, the Code of Conduct of the Viscofan Group establishes that "relationships with customers will be based on respect and transparency". Therefore, commercial messages fall within principles of transparency and veracity where no subjective comparisons are made nor is information given when it conflicts with third party rights. These action policies extend to all geographical areas where the Viscofan Group has a commercial presence. There were no sanctions or reports of breaches related to marketing communications or labelling of products and services in 2019, neither of violations of customer privacy or data loss.* Those third-party products converted and distributed by Viscofan Globus Australia and New Zealand are not included, since their claims system is not currently integrated within the corporate system
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