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Corporate Responsibility Review 2008/2009
 

Talking with our consumers and customers

In order to get valuable feedback, assess concerns and correct mistakes, it's important to keep talking with our consumers and customers. From labels on our drinks to special phone-lines and interactive websites, we strive to find ways to talk with all of our stakeholders all year round.

Whenever anyone contacts us with a product quality complaint, we follow up the call with a questionnaire to measure consumer satisfaction. In 2008 we achieved a 97.2% satisfaction level.

We also work with all of our major customers (such as shops, restaurants and other retailers) to regularly review our performance and approach. All of our customers can ask us questions or provide direct feedback on a regular basis through their main point of contact at CCE.

In 2008, CCE was once again named 'Best Branded Supplier' in The Grocer Gold Awards.

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Let's Get Together

January 2008 saw the launch of our new interactive website, Let's Get Together

It honours our commitment to open, honest, and interactive consumer dialogue. It's a website where anyone can ask questions about our drinks, ingredients, our responsible marketing and company policies - in fact anything you might like to know about Coca-Cola.

People ask a variety of questions - from how many bubbles are in a can of Coke to which of our drinks are suitable for diabetics. A panel of experts and decision makers have answered more than 3,000 questions since the site's launch.

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Designated Driver

Over Christmas and New Year 2008, our Designated Driver campaign launched in the UK in around 2,500 licensed outlets.

Endorsed by Think! and the Department for Transport, the campaign rewarded the designated driver for the evening with two free 'Coca-Cola' drinks for the price of one.

Posters in the pubs declared male drivers as 'total heroes', and female drivers as 'complete angels' for helping their friends get home safely and responsibly. Designated Driver will run again over the festive period in 2009, with an increased uptake within the licensed trade.

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Careline

Through our free Consumer Information Careline (0800 227711), customers can get in touch with us at any time to give us feedback, ask questions about our products or make a complaint.

In 2008, the Careline received nearly 18,000 calls about our brands and products:

  • 44% concerned product quality
  • 56% were about ingredients, nutritional information, sponsorship, promotions, or general questions about our business

All consumer information from our Careline is protected in accordance with UK Data Protection law. To date, we have never received a complaint about any breaches of privacy.