Consumer feedback helps quality control
Consumer feedback plays a vital role in development. Hartwall’s consumer service strictly monitors the number of quality deviations and demands for refund and it responds to consumer queries. Responsibility for defective products means that Hartwall always puts consumer, customer and employee safety first.
In 2007, Hartwall received an average of ten demands for refund per million bottles.
Hartwall investigates all complaints it receives and responds accordingly. The number of demands for refund varies according to production line: the rate for beer is extremely low, and demands for refund and returns of soft drinks mainly concern refillable plastic bottle packaging, which will be discontinued from Hartwall’s assortments during 2009.