Our Commitment to Service

At CCA we have a commitment to each of our customers’ success. We also value our consumers and their loyalty. We pride ourselves on providing a high quality professional service, which satisfies all consumer enquiries and customer requests by giving clear, consistent, accurate and prompt service.

This commitment is undertaken every day at Coke Connect, our national contact centre. Our Consumer Information Centre (CIC) is the independent function that captures consumer feedback within Coke Connect. This information is then fed into the organisation to CEO level and is shared with the company worldwide via regular monthly reporting. Coke Connect works with various business functions to drive product and process improvements to benefit both the business and our customers and consumers.

We welcome feedback as a means to assisting us to ‘always look for a better way’ to provide the best possible service to both our consumers and customers. As such, our staff members act as consumer and customer advocates, translating their views into actionable information impacting upon business decisions.

Our Customers

Through Coke Connect, we focus on adding value to our customers, by delivering superior service. Coke Connect sets and monitors quantitative targets to improve customer satisfaction. All calls received from customers are logged and we produce monthly issues management reports which are distributed throughout the business.

In order to keep our finger on the pulse of our customers’ perception of us, we hold regular product feedback focus groups are held with Coke Connect employees and are currently in the midst of rolling out a group-wide perception survey.

Being aware of what our customers think of us, what we do well and what we could improve on, we are able to ensure we are always offering the best service possible.

Our Consumers

In March 2006, CIC celebrated 15 years of operation. In its first year, 1991, CIC received 5,254 phone calls, requesting information on subjects ranging from marketing to packaging, ingredients, nutrition, student brochures, finance and the environment. Fifteen years later, the picture, and the average consumer, is very different. In 2005 the CIC received nearly 115,000 contacts (phone, fax, email, mail), a 22-fold increase since inception.

The CIC’s goal for the next three years is to understand consumer needs and develop emerging communication methods to deliver a world-class experience to consumers, satisfying all enquiries and translating consumer views into actionable information.

You can contact our Consumer Information Centre via free-call 1800 025 123, via fax on 02 9436 8715 or via email to cca_cic_website_contacts@anz.ccamatil.com. We will respond in detail, by phone, by email or in writing, to all consumer enquiries within 24 hours, or next business day wherever possible.