Customer
experience
Packaging
Distribution
Packaging Design
& Manufacture
Labels
Packaging
Distribution
Packaging Design
& Manufacture
Labels
Environment
Health & safety
Customer experience
Employee experience
Human rights
Gender Pay Gap

Customer feedback

To continually improve the service to our customers, we use a range of metrics to evaluate our performance on an annual basis. In Packaging Distribution, we gain regular feedback from our customers through Net Promoter Score (NPS) Surveys, Mystery Shopper and online Trust Pilot reviews. This feedback is then used to improve products, processes and systems that interact with our customers. In addition, we continue to survey our customers in all of our businesses, on an annual basis, to evaluate our performance against a range of key service metrics.

Annual Customer Satisfaction Scores

 

Sales order management

Our online customer order management system, Customer Connect, and www.macfarlanepackaging.com are contributing to improvements in productivity as well as meeting the needs of our customers requiring more visibility of their packaging management. In the Packaging Distribution business in 2018, the percentage of sales transacted online has decreased from 12.2% to 11.5% and order lines transacted online decreased to 22% vs. 23% in 2017.

Electronic documentation

In 2018, 88% (2017: 86%) of invoices to our customers were delivered electronically, further reducing our paper usage. The Group is continuing to encourage customers to receive documentation electronically.

Macfarlane group websites

Our family of websites enables existing and potential customers to research and evaluate our products and services and is a major contributor in generating new leads for the business. We will continue to invest in our websites to improve the experience for our customers and visitors and strengthen our value proposition.

PACKAGING
DISTRIBUTION WEBSITE

PACKAGING DESIGN &
MANUFACTURE WEBSITE

LABELS WEBSITECONTACT US