We maintain Consumer Affairs departments in more than 30 countries. Consumer Affairs representatives, who are fully trained professionals, interact with consumers on the telephone, by mail and over the internet. They not only respond to consumers in a courteous and consistent manner, but they also bring 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 and 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 monitor consumer satisfaction by utilizing surveys and other methods of obtaining information about our customer service. We also internally monitor key performance indicators for service levels including time on hold, speed of answer and talk time.
Our Consumer Insights Department also works to anticipate consumer preferences and build a strategic knowledge base through market research and trend analysis. By listening to and understanding consumers, they are able to forecast the future and make it today’s reality.
