Customer satisfaction

At Coca‑Cola HBC, we make sure that we’re easy to do business with.

Coca-Cola HBC representative with a customer

Coca‑Cola HBC is recognised as a strong partner that consistently exceeds expectations.

We measure our ability to meet and exceed customer needs by tracking customer opinions through GfK, a market research company. GfK interviews over 14,000 customers in their outlets and nearly 800 key account customers in their head offices.

Internally, we measure ourselves against all drinks suppliers, but our customers view us as a soft drinks supplier. The share of our satisfied customers (good & excellent) is 81.3% in HQ of key accounts and 66.4% in Traditional outlets during 2018.

  • 96.5% of deliveries are in full, on time and accurately invoiced
  • 94.9% of customers say we met or exceeded expectations
  • 87% employee engagement score in commercial team