March 31, 2021

Exceeding expectations: SVZ achieves new highs in customer experience survey thumbnail image

At SVZ, we pride ourselves on delivering the highest quality fruit and vegetable ingredients to our customers. Our service isn’t just in the end product, however: we also seek to elevate our customers’ overall experience with both agronomy and R&D support, as well as a focus on sustainability and food safety. We aim to deliver an excellent customer experience at every step of our journey together, from the first conversation.

That’s why we’re excited to share the results of our latest customer survey. Conducted independently to understand the satisfaction levels of our customers, we undertake these surveys regularly in order to make sure we’re delivering the best possible service to our partners. Fantastically, our 2021 survey has given the best results yet.

A ‘trusted partner’
With the overall satisfaction score increasing from 8.36 back in 2017 to 8.6 in 2021 (against an industry benchmark of 8.2), 96% of those surveyed agreed that ‘SVZ is a trusted partner’. Our Net Promoter Score also increased, from 27% in 2017 to 44% in 2021 (compared to a benchmark of 27%), while 54% of those surveyed would be ‘very likely’ to recommend SVZ to their network. When asked why they would recommend SVZ, ‘expertise, quality and response time’ was a recurring response. As a business that prides itself on close and collaborative partnerships with customers, this is the best possible result.

With our focus on sustainable initiatives, it was also great to see an increase in 4% of customers (to 72%) who believe that ‘SVZ stands for sustainability’. Meanwhile, 91% (an increase of 7%) of customers believe that SVZ ‘stands for food safety’, which is a fantastic result following a year when food safety has become a key concern for many, with businesses seeking to reassure consumers more than ever before.

Going the extra mile
For Pieter Spanjers, CEO of SVZ, the results speak for themselves. ‘After a challenging year across the food and beverage industry, it’s great to receive these results from our valued customers. We have been working hard to keep things running smoothly throughout the COVID-19 pandemic, and these results are really testament to our willingness to go the extra mile. By working together closely and collaboratively, we’re providing better quality, more sustainable and tastier solutions for our partners.’

Johan Cerstiaens, Commercial Director of SVZ, agrees. ‘We’re passionate about co-creating and connecting leading food and beverage manufacturers with the very best fruit and vegetable ingredients. It’s great to see customer satisfaction remaining incredibly high, and we’re excited to continue and grow these partnerships in 2021.’

Interested in finding out more about how we exceed customer expectations – from product quality to sustainability? Get in touch with the SVZ team today.

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