Cus­tom­er feed­back 2025 – A com­pass for suc­cess­ful ser­vice innovation

Früh Ver­pack­ung­s­tech­nik AG is one of the lead­ing man­u­fac­tur­ers in the field of con­tract pack­aging and pack­ing mater­i­als for the med­ic­al and phar­ma­ceut­ic­al sec­tors. Our products are com­ple­men­ted by accred­ited labor­at­ory ser­vices, often enabling us to offer our cus­tom­ers a pack­age that meets all of their needs.
Since there is noth­ing so con­stant as change, we use the cus­tom­er sur­vey as a com­pass to eval­u­ate our cur­rent pos­i­tion and to change our course as needed.

For the first time, the sur­vey provided a struc­tured over­view and a snap­shot of cus­tom­er sat­is­fac­tion, as well as an idea of cus­tom­ers’ expect­a­tions for the future regard­ing new ser­vices, products, and require­ments.
It was espe­cially excit­ing for us to learn which ser­vices our cus­tom­ers con­sider to be espe­cially import­ant, and which ones attract their interest or solve issues in their intern­al pro­cesses. The feed­back from Europe, the USA, and Asia painted a clear pic­ture: high cus­tom­er sat­is­fac­tion, sol­id trust in our qual­ity and very pos­it­ive feed­back regard­ing our product and ser­vice com­pet­en­cies. Cus­tom­ers espe­cially appre­ci­ate our cooper­at­ive col­lab­or­a­tion, the pre­ci­sion in con­tract pack­aging, the reli­ab­il­ity in every­day busi­ness, and our abil­ity to quickly grasp and imple­ment com­plex requirements.

What you as our cus­tom­ers appreciate

• 2% sat­is­fac­tion: Qual­ity and reli­ab­il­ity:
  Your opin­ion is reflec­ted in our intern­ally col­lec­ted data from the last 12 months: 
  • Few­er than 1% of orders pro­duced by Früh res­ul­ted in complaints
  • 04% com­plaints for con­tract pack­aging orders
• 3% sat­is­fac­tion: Cooper­at­ive col­lab­or­a­tion:
  Per­son­al sup­port and excel­lent prob­lem-solv­ing expert­ise. We are pleased to be rated so highly and we appre­ci­ate our (some­times long-stand­ing) cus­tom­er rela­tion­ships across departments.

• 2% sat­is­fac­tion: Flex­ib­il­ity and speed:
  Pos­it­ive feed­back on our respons­ive­ness and ded­ic­a­tion. Our lean organ­iz­a­tion enables us to remain agile and to drive pro­jects for­ward inde­pend­ently. What you are see­ing is how empowered our employ­ees are to work inde­pend­ently and under their own responsibility.

What we’re work­ing on at Früh

• Improv­ing how we man­age fluc­tu­ations in capa­city require­ments:
  The pro­cess is per­son­nel-intense, par­tic­u­larly with regard to con­tract pack­aging ser­vices, which means that short-term capa­city fluc­tu­ations can only be coun­ter­ac­ted to a lim­ited extent. We will take a close look at this issue in order to eval­u­ate a sat­is­fact­ory solu­tion for short-term fluctuations.
• Faster deliv­ery times with improved fore­casta­bil­ity:
  We take this feed­back very ser­i­ously and we endeavor to meet your expect­a­tions when it comes to forecastability.
• Lean­er, cus­tom­er-ori­ented report­ing:
  We will take a crit­ic­al look at this as well, as report­ing should improve the qual­ity of col­lab­or­a­tion rather than hinder effect­ive collaboration.

From feed­back to improve­ment
Based on the insights we’ve gathered, the Qual­ity, Sales, Pur­chas­ing and Engin­eer­ing depart­ments will work on meas­ures to make com­mu­nic­a­tion more trans­par­ent, pro­cesses more effi­cient, and ser­vices even more precise.

Our chal­lenge: To be cus­tom­er-ori­ented and improve every day.
Cus­tom­er sat­is­fac­tion is not a state of being, but an atti­tude. It devel­ops through con­tinu­ous learn­ing, listen­ing, and acting.

This is why our mis­sion remains clear: Pre­ci­sion Bey­ond Products.