Colgate has Consumer Affairs departments in more than 55 countries, which serve as the company's highest-quality connection with consumers. Our Consumer Affairs service representatives are fully trained consumer care professionals who build relationships with our consumers over the telephone, by mail and by email. They not only respond to consumers in a courteous and helpful manner, but they also capture valuable consumer feedback to help Colgate improve existing products and develop new products designed to meet future needs.
Consumer opinions, concerns and inquiries about our products are vital sources of information. Consumer needs are constantly changing, so we must always listen to what people want to satisfy their changing needs. When a consumer expresses dissatisfaction, we address the problem promptly and make every reasonable effort to maintain his or her support and continued purchase of Colgate products.
Many of Colgate's Consumer Affairs departments see it important to monitor consumer satisfaction with our service by utilizing surveys and other methods of obtaining information. We also continuously monitor key performance indicators for service including speed of answer, contact quality and fulfillment excellence.
Colgate's Consumer Insights Department also works to identify consumer preferences and build a strategic knowledge base through market research and trend analysis. By listening to and understanding consumers, they are able to stay connected to our consumer to forecast the future and bring it to life today.