Results of satisfaction survey: what are we going to improve?04 May 2016
In April you could read about the most important outcomes of the satisfaction survey conducted among members and buyers. We are going to implement four of those suggestions for improvement in 2016. But we want to ensure that your satisfaction about these points will increase as a result. That is why we are launching a follow-up survey on 13 May 2016. Will you help us out?
In the follow-up survey we shall be asking you more in-depth questions about the reasons for your dissatisfaction. For example, one person is dissatisfied with the slow handling of a complaint. Another considers correct handling to be more important. We want to know all about these sorts of issues before we start implementing your suggestions for improvement.
Which suggestions for improvement will we address this year?
In 2016 we shall focus on four suggestions for improvement:
1. Improved handling of complaints and problems
Members and buyers are dissatisfied with Royal FloraHolland regarding the resolving of their complaints. We are aware of this problem and realise that it has a great impact on the general level of satisfaction. To raise your level of satisfaction, we shall work on improving this point.
2. More support with optimal price-setting
The survey revealed that buyers would like more support with the optimal price-setting in the direct trade. Together with you, we would like to explore what that need looks like. Then we will know if we are on the right path.
3. More support with realising company goals
Buyers are experiencing too little support from Royal FloraHolland in realising their company goals. We also noted that the buyers are not enthusiastically supporting the Royal FloraHolland 2020 strategy. We want to be a partner for our buyers now and in the future. That is why this topic deserves our special attention.
4. More say in the cooperative
Our members feel that they have less say in the Royal FloraHolland cooperative. The involvement of our members is extremely important to us. The survey showed us how important it is for our members' satisfaction with our organisation. That is why we are addressing this topic in 2016.
What does the follow-up survey look like?
To avoid overtaxing our members and buyers, the follow-up survey will start on 13 May 2016 and be sent to one-half of our members and buyers. In it, we shall explore in more depth two of the four points:
- Improved handling of complaints and problems
- More support with optimal price-setting
This means you will only have to spend a few minutes answering the survey questions.
In August 2016 we shall approach the other half of our members and buyers to explore the topics:
- More support with realising company goals
- More say in the cooperative
We shall ask in more depth about the reasons behind your level of satisfaction with these topics. In August we shall explain how we intend to approach the four suggestions for improvement and what you can expect from us.
How are we doing in your opinion? Are our efforts improving the general feeling of satisfaction? These are the questions we shall focus on at the end of 2016 when we enquire about how things are progressing with all members and buyers.
Are we standing still?
Definitely not. The Cooperative 2020 programme has already started. It has a clear focus on member participation. We are also making our Customer Services more professional. Plus we are training our account managers to explore their buyers' needs better.
Do you have any suggestions for improvement? Please contact our Customer Services. In this way, we shall grow together into the cooperative that contributes to your success every day!
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