Customer satisfaction is the main goal of any market-driven organization. All the efforts tend to the development of an ongoing, stable, and lasting relationship with customers, through the satisfaction of their needs, wishes, and expectations. The creation of value for customers plays a key role in “customer satisfaction”. The focus is the satisfaction of their needs and requirements, in an effective and efficient manner.
Customer satisfaction is a key performance indicator for the company as well as a crucial point for ISO 9001-2015 certified companies.
In Septembre 2021 we sent out a customized survey to ECSA Chemicals’ customers, sorted by Business Units: Flavours & Fragrances, Pharmaceutical & Nutraceutical, Food & Feed, Cosmetics, and Industrial Chemicals. It contained 3 groups of questions:
- Products and services
- Communication and information
- Distribution and logistics
The response has been highly satisfying in the 3 groups, especially regarding the quality and the wide range of products. This evaluation highlights an outstanding performance of our supplier research system, strongly consolidated during our 108 years of experience.
The ratings for “communication and information” were as well highly positive. Our experienced sales staff and our expert consultants help customers choose the most suitable products.
For ECSA it is important to offer products to customers at fair prices in line with the market, but it is even more important to give them appropriate support and consultancy.
Efficient handling of the technical documentation by our Quality Department as well as on-time delivery complete a high-level picture that gives us the strength to continue on this path.
A special thanks to the customers who took the time to fill out the form which is a tool that allows us to always keep improving.
Thanks for being part of the ECSA world.