The work of developing new products and solutions must be based on a thorough understanding of customer needs. At the same time, Orkla companies seek to pave the way for optimal handling of complaints and other inquiries from their customers.
Orkla companies interact with their customers and consumers in a number of areas. Consumer research and customer satisfaction surveys are important sources of insight into customers’ needs and are used actively as a basis for the companies’ product development. A number of the companies involve their customers directly in development projects, to ensure that their needs and interests are catered for as exactly as possible. The companies also attach importance to good customer and consumer service procedures.
Many Orkla companies are important suppliers of foods and other products to the consumer market. These companies have consumer service functions that deal with complaints and answer questions and other communications from consumers. Companies such as Orkla Foods Norge, Orkla Foods Sverige and Orkla Confectionery & Snacks are often asked questions relating to allergies, health and nutrition, while Orkla Home & Personal Care (formerly Lilleborg) has provided consumers with advice on cleaning and laundry for several decades.