Note 3: Customer service

Delivery

We monitor our service reliability in terms of timely delivery to the customer’s premises, aiming to be consistently higher than 95%. In 2017, service performance was 96%.

Responsiveness

Satisfactory handling of customer complaints is an integral part of our quality system. Measures include response times and use of social media. In Decorative Paints, we launched a new cloud-based solution which is integrated with our customer relationship management (CRM) system, increasing response speed and quality.

Expectations

Business change is driven by a deeper understanding of customer needs obtained through market research, customer discussions, focus groups and targeted surveys. Results are integrated into the CRM system.