We carried out our annual Brand Audit in the latter months of last year to assess levels of customer satisfaction across our global distributor network. In this blog, we take a look at the results of our 2018 Brand Audit and draw comparison with previous years.
The Brand Audit template that we currently employ was first implemented in 2016, making this our base year. We are delighted to reveal that since 2016, we have seen an increase in customer satisfaction across all areas including sales support, customer service, branding, and ingredients. It is in the area of branding that the greatest improvement in customer satisfaction can be seen, scoring 2.5% higher in 2018 than in 2016.
When comparing our 2018 results with those of the previous year, we have seen a very slight fall in satisfaction generally; an anticipated variation due to the addition of new distributors in this particular time period. We are, however, very pleased to see that despite this small decline, our customer satisfaction across all areas remains far above the global average of 86% (1,2). Notably, we were also delighted to see our response rate up 14% in 2018, providing a more accurate representation of our customers’ opinions and allowing us to more efficiently dedicate our time to improving our practices.
We will continually review our practices to ensure that the high levels of satisfaction are maintained. If you would like to provide us with feedback at any time please do not hesitate to contact us.