Voice of the Customer

Voice of the Customer (VOC)

Listening. Learning. Improving - Together.

At Tirlán Ingredients, our customers are at the heart of every decision we make. Our Voice of the Customer (VOC) programme ensures that customer feedback is not only heard, but actively used to shape how we work, how we communicate, and how we deliver value.

Through ongoing engagement and insight gathering, VOC helps us continuously improve the customer experience and strengthen long‑term partnerships.

Why Voice of the Customer Matters

Our VOC programme provides a structured way for customers to share feedback, experiences, and expectations. This insight allows us to:

• Better understand what matters most to our customers
• Identify opportunities to improve service, communication and delivery
• Prioritise initiatives that enhance consistency, reliability and trust
• Ensure customer needs directly influence decision‑making across the business

How Customer Feedback Is Shaping Our Actions

Customer input through VOC has directly informed a number of key initiatives across Tirlán Ingredients:

Customer Communications & Responsiveness

We are reviewing and strengthening our customer communications to ensure timely, consistent and high‑quality responses across all customer touchpoints. Our goal is clearer communication and faster resolution of customer queries.

Quality Products, Delivered On Time and In Full

Delivering high‑quality products reliably is fundamental to our customer promise.
An end‑to‑end review of our order fulfilment process has been completed to improve efficiency and delivery reliability. We are currently implementing our new On Time & In Full (OTIF) delivery system, which will enhance order visibility and communication throughout the supply chain.

Customer Centricity

We have established a dedicated Voice of the Customer function within our Marketing team, ensuring customer feedback plays a central role in shaping our priorities and decisions.

To support deeper engagement and insight sharing, we have also launched Tirlán Talks, our podcast series focused on market trends, customer challenges and industry insights.

Follow us on Tirlán Talks spotify here

Continuous Improvement

We are investing in a comprehensive training programme for our commercial teams, equipping them with the skills and insights needed to better understand and meet customer needs.

In parallel, we will run our VOC research across our customer base to measure confidence levels, track progress and identify further opportunities for improvement.

What You Can Expect Next

• Regular updates on VOC‑driven initiatives through this dedicated webpage
• Ongoing opportunities to share feedback and insights
• Stronger collaboration to drive innovation and market‑relevant solutions

Our Commitment

The Voice of the Customer programme reflects our commitment to continuous improvement and long‑term partnership. By listening carefully and acting decisively, we aim to deliver a consistently positive customer experience and create greater value for our customers.