Smooth cooperation
"Normec Foodcare is a pleasant company to work with," says Helen van Maarschalkerweerd, Jumbo's consumer research quality manager. "It's nice that they respond quickly. They make sure we have a report within two weeks, even if something goes wrong. For example, it sometimes happens that a supplier delivers its products too late. Sensory often finds a solution for that so we don't get delayed in the process."
Correct questioning
Jumbo is also satisfied with the quality of the work that Sensory provides. "They come up with questionnaires that fit well with the products we are testing," Helen says. "We get to see these lists in advance so we can check if we are missing anything and if the questions are relevant. It's important to us that they ask exactly the right questions, because otherwise they will lead consumers astray. For example, you should only ask about creaminess if a product also has aspects that could be rated as creamy. Asking the right questions ensures reliable results." Helen is also pleased with the way Sensory reports the results. "We always get two reports, namely a summary and a comprehensive report. This way we quickly have a good overview of the results. And for more depth, we can consult the comprehensive report."
Upload into our system
The quality manager at Jumbo also finds that Sensory thinks well with them. "Everything is negotiable and they always come up with good solutions. For example, we asked them to upload the reports into our system. That was no problem. For us it saves a lot of work and we now always have insight into the current status of our tests." Sensory also thinks along with Jumbo in other areas. "Most of the tests we have Sensory perform are standard, but sometimes we want something special. For example, sometimes it is desirable for consumers to test the products at home. Or we want to have a test performed for which we need the result the same day. Requests like that are almost never a problem. And we are always allowed to be present at the tests, if we like. That way we can see how the results come about and better understand why consumers make certain choices."
Fixed contacts
Helen also likes the fact that she works with regular contacts. "They understand exactly what we want and what we mean. And yet they never fill in anything unasked for us. When in doubt, they always check if they have understood our request correctly. So we always get the result we had in mind. This makes it a party we can trust."
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