We carry out a consumer satisfaction survey every 18 months. In 2007, we sent almost 8,000 consumer satisfaction surveys at random to shoppers and users of our products in the U.S., Canada, U.K. and the Netherlands who have previously contacted us. More than 96 percent of those who replied responded favorably regarding our consumer services.

Our North Atlantic Consumer Services team manages our processes for gathering consumer feedback to ensure we understand the responses to our products and promotions. The team helps integrate consumer feedback into our product development process. For example, in the U.S. we are piloting three “Naturals” consumer tissue products that contain recycled fiber, as many consumers see recycled as environmentally preferable. See Sustainability and consumer products.

Our North Atlantic Consumer Services also keeps our businesses up to date on trends in consumer interests and concerns. Several of our other businesses around the world run their own consumer feedback programs.

We use direct mailing to keep consumers aware of our brands and products, and to share useful health and hygiene information with them. For example, in the U.K. we provide new mothers with important information about baby skin care through the loyalty programs of key customers such as Tesco and Boots.