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Making great strides with our customers

  • October 25, 2021
  • 2 min read

Our focus is on being a consumer-led and customer-driven business, which is why the voice of our customers is really important to us. 

Our Consumer business has made great strides in this space – it has just been ranked the #2 spot in the grocery channel in this year’s Advantage Survey, the only ‘non-impulse’ supplier in the top six. 

Advantage is an annual survey where major retailers like Coles and Woolworths and independents like Metcash and Foodworks rate suppliers on performance measures including strategic alignment, people, category development, consumer marketing, trade and shopper marketing, supply chain and customer service.

Our Consumer Director, Xen Xenofontos, says that people power our business, and this great result is evidence of that.

“Being ranked #2 is a phenomenal achievement when you consider we’re up against a cohort of significant global organisations.

“It’s also phenomenal when you look at how far we have come since 2016 when we were ranked #22 out of 24. Since then, we’ve used the same approach to build the confidence of our customers as we have with our farmers – by being consistent, doing what we say we will, and taking it one step at a time,” says Xen.

This improvement has been reflected across all our retail partners and each of the seven performance areas – a great example of what we like to call Good Together.

“Not only has our business came together cross-functionally, but our engagement with our customers has been timely, honest and solutions-focussed.

“This is particularly evident during COVID-19, where our customers have commended us for having clear and proactive communications when we’ve faced supply issues and coming to them with solutions to mitigate challenges and provide support.

“This is what sets us apart and something that we pride ourselves on,” says Xen.