Commitment
Listening to our customers and consumers
Listening to our customers and consumers is central to Laïta’s strategy. It is an essential driver for constructing lasting relationships based on trust, performance and transparency.
Listening to our customers - in France and internationally
Both domestic and export customers have clear expectations - reliability, transparency and responsiveness. They’re looking for stable, lasting partnerships built on the outstanding quality of our products, our food safety management and our capacity for innovation to respond to market changes - sustainable products, new features and consumer-oriented solutions.
Our sales and customer service teams are committed to responding to B2B complaints within 10 working days.
We publish a customer satisfaction barometer every three years, with a target satisfaction rate of above 73%, to gauge and continuously improve the quality of our customer relations
Understanding and meeting consumer expectations
Consumer expectations in terms of quality, authenticity and transparency are exacting, and Laïta is constantly adjusting its offering to comply. Numerous studies and sensory analyses are carried out every year to determine precise expectations and anticipate trends.
Channels for listening to consumers and engaging with them directly are being set up through the Paysan Breton brand:
- active social media accounts facilitated by an in-house management community
- an integrated customer service section
The role of these teams is to respond to queries and complaints within 7 days and maintain a customer complaints rate of fewer than 5ppm for consumer products.
Listening as part of our CSR strategy
By including the expectations of consumers in our Passion du Lait® CSR strategy, we can build up the trust and loyalty that forms the bond between us.
Our aim is clear - to offer products that combine responsibility and performance with enjoyment, while remaining attentive to the needs of today and expectations for tomorrow.
Explore our other commitments and testimonials
Our other pillars
Committed and passionate
All about our approach #committed
Because our environmental, human and social commitment is a daily reality, we place CSR at the heart of our actions.
