Customer satisfaction is central for Lindt & Sprüngli. Through market research, we are constantly gathering customer insights in order to be as close to their needs as possible. We monitor and track globally the emergence of new customer trends and possible issues in relation to our products and business.
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 customer enquiries has been recorded. All enquiries are recorded by a specific customer relationship management system. Our customer 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.