Brand champions

The Group supplies a relatively small number of customers and, as the majority of the Group’s products are sold to large multiple retailers under brands bearing their name, we do not take lightly the trust which they put in us. We need to understand our customers’ corporate needs as well as the needs of the people, who shop in their stores, eat in their restaurants or hospitals across all the different markets and countries where we operate. The importance of providing exceptional service supported by a close co-operation and working relationship with our customers cannot be overstated.

Measuring quality

The Group has established its own key performance indicators (KPIs) for received customer complaints which are reported monthly at the Management Board meetings.

In addition, we agree individual received customer complaint KPIs with each of our customers and work closely with them to ensure that, where appropriate, all complaints are investigated, dealt with quickly and actions taken where possible, to stop re-occurrence.

Sharing unrivalled knowledge and expertise

Our purchasing and procurement team members work alongside colleagues in different functions and with our selected growers and suppliers from around the world, enabling us to offer our customers unrivalled quality, knowledge and service. Our procurement teams consist of fresh produce experts in agronomy, technical, planning, supply chain, product development and buying. The team is focused on the supply of fresh salads, fruits and vegetables into each business unit. Our purchasing teams negotiate and buy all other products. Both teams work on a two-tier basis, sharing knowledge and best practice and realising economies of scale at a Group level without compromising customer service at a local site level.

Food Safety
Through our retail and foodservice customers we supply food every day to, literally, millions of people. Our ultimate responsibility lies in ensuring the production of food which is safe to eat.

All our factories operate documented quality management systems (QMS) based on Hazard Analysis Critical Control Point (HACCP) principles and customer Codes of Practice. Each step in the manufacturing process is risk-assessed and the necessary controls put in place to maintain food safety.

Food Integrity
As a leading provider of own-label fresh prepared foods and produce we are aware of the heightened consumer awareness of social, ethical and environmental issues and the demand for evidence of responsible behaviour throughout the supply chain. As such we work with our customers on specific initiatives, for example, including more nutritional and environmental data.

Please see our customers for more information.