How we conduct our business
Working with our Customers
Customer Satisfaction
In order to constantly enhance the level of service we provide, Coca-Cola Enterprises works with all of its major customers to regularly review our performance and approach. All of our customers have the opportunity to ask us questions or provide direct feedback on a regular basis through their main trading contact at CCE.
Each year Coca-Cola Enterprises participates in a performance measurement and benchmarking programme run by The Advantage Group (www.advantagegroup.com). The programme is designed to help manufacturers understand how key customers view and measure the performance of their suppliers. The feedback from the programme provides important practical insights which enable us to improve and develop trading relationships with our customers.
The programme, run in conjunction with 25 other leading manufacturers, covers retailers within five UK trading channels - Grocery (Supermarkets), Wholesale, Convenience, Food Service and On Trade – all of which are served by CCE Ltd.
The programme asks retailers to rate supplier performance across a range of performance factors including:
- Overall performance
- Business relationship and support
- Manufacturer personnel
- Category development & support
- Consumer marketing
- Trade marketing
- Promotion practices
- Logistics and supply chain
- Customer service and support
The programme is recognised as being the best measure of supplier performance in the industry and it asks a large number of key personnel from participating retailers to rate the performance of participating suppliers. As part of the programme:
- Grocery customers (including Britain’s seven leading supermarkets) rated CCE as their No 1 supplier – for the third year running – in 2007.
- Wholesale customers rated CCE as their No 1 supplier in 2007.
- Convenience customers rated CCE as their No 1 supplier in 2007
- Food Service customers rated CCE as their No 1 supplier in 2006.*
- On Trade (Licensed) customers rated CCE as their 3rd best supplier in 2006.*
(* 2007 Survey results for this Channel have not yet been announced.)
Great companies have a clear vision and great leadership to develop a strategy to meet the business objectives of the company. Results suggest that CCE has a clear strategy, which is well communicated to its trading partners and which drives the success of the business. Results also confirm that CCE enjoys strong relationships with key customers, driven by a genuine desire to understand and meet their needs, where possible.” Andy Kemp-King - Programme Director - The Advantage Group UK Ltd
Coca-Cola Enterprises received additional recognition by being named ‘Best Branded Supplier’ in the prestigious Grocer Gold Awards, run by industry publication, The Grocer, in 2005 and 2007.
