Buyers' Platform: improve operational service provision13 June 2016
"Customer satisfaction will increase if Royal FloraHolland improves its operational service provision," say the members of the Buyers' Platform.
The results of the customer satisfaction survey formed an item on the agenda of this discussion between buyers and Royal FloraHolland held on May 26, 2016. They revealed that less than half of our buyers is satisfied with the service provision of Royal FloraHolland. We want to improve that result by 20%. We shall focus on: complaints (handling), support with operational management, commitment to the 2020 strategy, and support with the price-setting in the direct flows.
Royal FloraHolland 2020
In the Buyers' Platform, the discussion covered Royal FloraHolland 2020 and the progress with a number of programmes. World Flower Exchange (WFE) explores markets outside Europe where there are possibilities for increased sales. It requires buyers and members to contribute ideas and collaborate. Together we shall determine how this will be organised in the chain. The rules governing collaboration are being discussed by the WFE workgroup. The members of the Buyers' Platform will follow the developments critically.
The Consumer programme was also considered. It is still a matter of searching by our chain. How are we going to address the marketing role in the chain? Which scenario are we going to choose? We shall have to examine these options in all openness and support them with data. The lines of thought for The New Auctioning were also discussed by the Buyers' Platform.
Florists' vision of the clock
The question of whether there will still be room for florists buying from the clock ('small purchase') was discussed with nine florists. Under the guidance of the Association of Florists (Vereniging Florist Winkeliers, VBW), they produced a vision and conducted a survey among florists. Marco Maasse from the VBW presented the results during the Buyers' Platform.
Florists in the Netherlands have a total turnover of €940 million. Of this, 50% is bought directly from the clock by florists. The survey revealed that florists want to retain the physical clock.
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