Customer Survey Feedback 

Here we will post the results of our Customer Survey, which strated in 2004. If you have not received a questionaire please let us know and we will send you one as aoon as possible.

Customer Survey Feedback  Results 

Good quality products and a reliable reputation but a strong need to match these with a service that ‘exceeds expectations’ – these were the key findings of the first customer survey from RPC Tedeco-Gizeh.

The survey, which will be carried out on a regular quarterly basis, has been devised by RPC Tedeco-Gizeh to give an insight into the requirements of its customer base in both the dairy and the vending & drinking industries.

The Internet-based research consists of a questionnaire delivered to customers in their own language in the UK, France and Benelux. It is carried out and the results analysed by external consultants to ensure objectivity. “The survey provides us with the tools to listen to our customers more effectively and to help us to maintain and improve the quality of all areas of our business,” comments Frank Doorenbosch, Product Group Manager.

Initial findings confirmed RPC’s market-leading reputation and there was good feedback on the quality of the products. The results also reflect the different needs of the vending and dairy sectors, confirming the suitability of the product group approach which RPC Tedeco-Gizeh has chosen.
“There were some noticeable differences between our top ten and our smaller customers and this has highlighted a need to refocus some of our sales approach,” said Frank Doorenbosch.

“Our aim is to establish successful working partnerships with all our customers and with several respondents indicating that they wished to see their account managers more often, this is clearly an important issue for our customers"

Customer Survey Feedback  Action Points 

Critical to a good survey is to act upon issues mentioned by the individual customers. In the objectives of our whole organisation the survey results are a critical succes factor. As comments differ country to country a local action plan is set-up.

In general our major action point is: 'Exceeding customers expectations', an areas where we have fallen short of in the past according to our customers. Project managment will be set-up throughout the organisation and communication will be improved between the different part of our organisation.As in all areas of business, a clear communication towards the market and customers is essential.

It became clear that it is important to state a much clearer picture of 'customer value' vs 'price setting'. We will review our assortment and focus ourselves more on delivering value for money.
New technologies, communication methods etcetera will be developed to further enhanche the customer value. Development will be made more market focussed and also here expectations must be met.

Frank Doorenbosch
Product Group Manager
Vending & Drinking Services