7-Eleven Malaysia has responded to a customer concern regarding Nutrimalt, a beverage produced by the Carlsberg Group and currently stocked at 7-Eleven outlets. According to 7-Eleven, the customer claimed that the product in question is not placed in the categorisation of alcoholic beverages and by default, non-halal.
However, 7-Eleven said this is not the case. Upon receiving word of this concern, it took immediate action and reached out to Nutrimalt's manufacturer to clarify the matter. "The manufacturer gave us an official response of reconfirmation that the product is non-alcoholic," 7-Eleven said. It added that all of its products undergo rigorous processes that ensure the safety of consumption for all of its customers.
"We work very closely with our suppliers in observing strict supply chain procedures as well as guaranteeing that the products delivered to our outlets meet high standards of quality," the brand explained.
Nonetheless, 7-Eleven said it is always eagerly ready to hear out customers' feedback, be it positive or negative, because it always wants to do better. "We believe that continuous improvement is crucial in order for us to provide the best experience for our customers," the brand added.
It also reiterated its continued commitment in ensuring that customers' concerns are heard and addressed so the brand can provide them with the high-quality service that they deserve.
Customer experience is an important aspect of a customer's relationship with brands. In the age of social media, it is also crucial for brands to address pressing consumer queries as soon as possible. Edelman's Trust Barometer Report in 2020 found that trust is the second most important factor in the decision to buy a new brand (53%) or become a loyal customer (49%).
Meanwhile, most customers (88%) feel the experience a company provides is as important as its product or services, marking an 8% jump compared to 2020, according to Salesforce's fifth edition of the State of the Connected Customer report. Meanwhile, 73% said they expect companies to understand their unique needs and expectations, an increase from 66% in 2020. Also, 62% expect companies to anticipate their needs, a 6% increase from two years ago.
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