2018 Sustainability Report

arrow blueCommitted to using financial, natural and human resources wisely without compromising the ability of future generations to meet their needs

DELIVERING SUPERIOR CUSTOMER SERVICE
Customer Service Excellence

Leading through service, reliability and creating a customer-centric culture.

United Nations Sustainable Development Goalsindustry, innovation and infrastructure

Why Customer Service Excellence Matters

103-1
Explanation of the material topic and its Boundary

103-2
Explain management approach components

103-3
Evaluate management approach

Customer Service Excellence 2016:
103-1
103-2
103-3

For over 140 years, customers have relied on Greif’s industrial packaging to ship their most important products. They depend on our business acumen and ability to quickly and reliably provide quality packaging. Our value and technical expertise have set us apart from our competitors for over a century. We focus on meeting our customers’ expectations, a key aspect of Greif’s vision of, in industrial packaging, be the best performing customer service company in the world. We are committed to finding the best ways to serve our customers.

Governance

31

Customer Service Excellence Award Winners

Honoring our facilities that demonstrated best-in-class customer service performance throughout 2018.

All Greif businesses manage customer service daily. Our practices and policies are managed through our Customer Service Excellence Team, led by our chief administrative officer. The team is comprised of 10 representatives from various business units and regions within Greif. The team meets monthly to discuss customer service initiatives, while tracking progress on Customer Satisfaction Index (CSI) and Net Promoter Score (NPS)—our measures of customer satisfaction and likelihood of a customer recommending Greif to others. Our Customer Service Excellence Team partners with all global business units to share best practices, improve communications, drive processes, engage cross-functional leaders and develop a curriculum and training to bolster our employee’s skills and behaviors related to providing exceptional customer service.

In 2018, we continued to build on our customer service culture. With the support of Greif’s executive leadership, we expanded our customer service training globally and to departments serving internal customers and integrated best practices from other industries into our training. We expanded our training services from 10 to 19 languages, helping us reach all 358 global customer service colleagues who interact directly with external customers.

Across Greif, we view feedback collected during our NPS process as an opportunity to address our customers’ concerns and provide corrective action when necessary. Through this approach, we work with our customers to create improvement plans addressing their concerns. As a result of these engagements, we are focusing on improving our communication with our customers, proactively engaging them so they have the time to respond to communications appropriately – one of the seven skills we are teaching our colleagues through training. We are also evaluating the quality of our sales visits through analysis and coaching sessions by sales leaders. Our sales account managers are more prepared than ever to address our customers’ needs and ensure quality visits with our customers. Additionally, we directly engage customers via Product Lunch N’ Learns—informal events to provide training and information about our products, as well as build relationships with our customers.

In 2019, we will begin rolling out facilitated CSE training for all Greif professional colleagues. Every six weeks, these colleagues will focus on one of seven unique Customer Service Excellence skills, each of which is followed by an online knowledge check. As each colleague advances in the program, peers are expected to provide feedback to each other, reinforcing learning on a daily basis and helping to instill the customer service culture we are working to achieve. By the end of 2019, 100 percent of our professional colleagues will have received training on at least half of the material in the program. We will continue to build Customer Service Excellence into our everyday behaviors via development programs and by using NPS and CSI results to inform how we provide service to our customers, including enhancing our understanding of the industries our customers serve.

Performance

Customer Satisfaction Index
100
80
60
40
20
0

72.5

 

81.9

 

85.9

 

87.8

 
FY 2015FY 2016FY 2017FY 2018
Net Promoter Score
50
40
30
20
10
0

39

 

40

 

42

 

47

 

47

 

46

 

50

 
NOV 2015MAY 2016NOV 2016MAY 2017NOV 2017MAY 2018NOV 2018
Highlight Stories
Highlight Stories

Dempsey Award for Customer Excellence

Each year, Greif's Dempsey Award is presented to a Greif business unit that achieves a CSI score of 95 or greater, an NPS of 55 or more and demonstrates best in class customer service performance throughout the year. The award formally honors the business, function or team within Greif that exhibits the greatest performance aligned to our values and vision.

In 2018, our Flexible Products and Services (FPS) business received the Dempsey Award for achieving a CSI score of 95 and NPS score of 63. FPS’s strong leadership and commitment to providing outstanding customer service enabled the business to strengthen their NPS performance, which has increased from a score of 33 just three years ago. The team has built strong relationships with key customers by clearly understanding their needs, contributing to increased performance and profitability.

DEFINITION