Turning feedback into action
We use customer feedback to drive continuous improvements. For customers providing us with high NPS scores, we work to maintain, and ultimately improve, our score. To those who rate us lower, we respond through the appropriate department (Sales, Marketing, or Functional Presidents).
In FY2020, our ratings from Detractors included specific comments relating to the following issues:
It is important for our customers to know that we respond quickly to their feedback through a range of strict processes and procedures. If a product-related issue is brought to our attention, scientists from our technology centers assess the problem before producing a detailed report. We review all customer dissatisfaction, whether it relates to products, sales or the supply chain, thoroughly before responding to the customer.