Consumer service is the nexus of interaction

Consumer service is a direct channel to coffee-lovers. It is also an important part of Paulig’s quality control.

Kuluttajapalvelu

Each year, consumer service receives thousands of coffee-related communications, and these are all replied to in person. Most contacts are by email and websites, but consumers are also served by phone every day. The number of communications arriving through online channels was up by 52% on the previous year (totalling 5,638). By 2012, four out of five communications arrived electronically. The customer feedback system facilitates the monitoring and handling of feedback.

Judging from the communications, consumers are interested not only in how coffee is brewed and how equipment is cleaned but also the recycling of coffee packagings and the origin, traceability and responsibility certifications of coffee. They also want information and guidance on how to brew and serve speciality coffees and what to serve with them. Enthusiastic coffee-drinkers often send us ideas for product development and their wishes for new products, which the consumer service section passes on to Paulig’s product development for appraisal. It was on the basis of consumer feedback that Paulig’s plastic measuring spoon was changed for an ecological bamboo scoop and bean coffee packages were reduced in size.

The information received through product feedback is valuable for quality management and for production. All samples associated with complaints are examined by Paulig’s laboratory and the cause of any flaw is investigated in detail whenever possible. The number of product complaints in 2012 was 527, which is 13.3 per million kilos of production (14.4 complaints in 2011). The number of product complaints relative to the volume of output has stayed small from year to year and is in decline.

Consumer service operations have also started up in Russia. The handling of feedback is dealt with by a trained partner, and if necessary it is sent on to Finland. Consumer feedback from the Baltic countries is sent straight to Finland. Contact and exchange of information between the offices is intense.

Consumer service also coordinates different kinds of consumer competitions and roastery visits. Vuosaari’s new roastery is an interesting place to visit, and in 2012 74 tour groups comprising 1,200 people came to see it. The roastery can accommodate a limited number of visitors and tour groups are chosen twice a year.

"Customer service online and in electronic channels has increased markedly. Our customers want answers to their questions quickly and easily."

- Kaisa Junikka, kuluttajapalvelupäällikkö

 

TOP 3 questions for consumer service:

  • How are coffee capsules recycled?
  • My coffee tastes different from usual, although I’m making it the same way as I used to. What’s the problem?
  • In the shop my coffee package was tight and firm, but when I started using it at home it had softened. What causes this? Can I still use the coffee?

 

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