Feedback from customers and consumers is an important factor that drives The Company towards developing quality products in response to their needs and satisfaction. We use multiple channels to collect feedback and opinions about our food products from our customers and consumers. This is in accordance with the customers and consumers’ complaint management policy, the trading and export complaint management policy, and the product recall policy. Communication channels available are the CPF Consumer Center, direct contact to the Company, emails, websites, and online social platforms such as Facebook and web boards. The Company has an ultimate goal to have zero product recalls due to safety and quality issues.

The CPF Consumer Center

offers integrated services in providing information, receiving complaints, and servicing, as well as taking orders and delivering our products. We have set three levels of complaint management based on the severity of the issues. The CPF Consumer Center acts as a central operator sending the complaints to responsible departments, and following up with the investigation until the issue is resolved. Complaints received from other communication channels will also be sent to the CPF Consumer Center to be processed.

Customer satisfaction of CPF branded products in 2022 was 7.96 out of 10.00 based on over 1,000 customers using online survey. This survey helps company identify positive customer experiences in order to develop, improve, and optimize products to best meet customer needs.