How we conduct our business
Working with our Consumers
We provide a freephone Consumer Information Careline (CIC), referenced on most of our products, which allows our consumers to get in touch with us and give us feedback, ask questions about the products or make a complaint. This Careline supplements the detailed information we provide about our products both on the packaging itself and in a range of leaflets available online.
In 2006, our Careline received nearly 23,000 contacts about our brands and products. Of these about 20% concerned product quality and 10% were about ingredients and nutritional information. The majority of the rest of the calls were about sponsorship, our business and promotions that we run. In July 2006 we also initiated consumer satisfaction surveys. In the first 6 months 90% of all consumers that participated in the surveys found the service provided by CIC to be good or excellent.
We review our performance regularly to make sure that our consumers are happy with both our products and the service they get from us. We speak to thousands of consumers every year and in 2006 conducted over 40 pieces of specific consumer research, seeking their views on our products packaging, advertising etc. We also track performance of our brands and products in the market through consumer panels and retail tracking data.
All the consumer information from our Careline is protected in accordance with UK law. We have never received a complaint about breaches of privacy for our Consumer Information Careline.
