Customer and consumer satisfaction

Customer and consumer satisfaction is key to our business success, today and tomorrow. To ensure that we meet our consumers’ expectations, we continuously analyze their needs and their expectations, and implement the corresponding findings in our premium products. Thereby we ensure consumer satisfaction and future success of Lindt & Sprüngli.

Customer Satisfaction-Lindt & Sprüngli

To get to know our consumers’ expectations, we test the taste and quality of our products with consumers regularly. In addition, we monitor and track the emergence of new consumer trends and possible issues in relation to our products. Depending on the relevance and development of the issue, we take action and adapt our policies and processes accordingly. In order to secure our future success, we are continuously developing new products to meet customers’ needs in the future.

In recent years, a constant increase in the number of consumer enquiries has been recorded. All enquiries are recorded by a specific consumer relationship management system. Our consumer service specialists are constantly trained, and we continue to look for ways to improve cooperation between our different divisions in order to ensure that customer inquiries continue to be handled effectively.