How edding tests products and employs quality assurance
How does edding ensure the quality of its products?
Products made in-house are tested throughout the production process to minimise the costs of mistakes and to ensure the level of quality edding stands for is reached. Those that involve external suppliers must complete a meticulous outgoing inspection adhering to edding’s strict guidelines. This is followed by an inspection of the incoming goods conducted at edding.
What is involved in the inspection of incoming products?
Incoming edding products are put to the test. For example, a sample is evaluated for the quality of writing on different surfaces and the cap’s accuracy of fit is tested to prevent drying out. The EAN (European Article Number) barcode is verified as well. The markers then undergo sample tests according to AQL (Acceptable Quality Level) and DIN standards (including DIN ISO 2859) and are then disposed of afterwards.
How are quality concerns detected?
edding uses a number of channels to detect any problems with quality, including the results of incoming inspections, checks during the production process, and internally through the comments and feedback of colleagues. If there are any customer complaints, then these can also be passed on to the research and development team and, if necessary, this will lead to product improvement.
What is the process for customers to draw attention to a problem?
There are multiple ways for customers to bring their concerns regarding the quality of our products to the attention of edding. Customers can contact edding directly using the online form, which generates an email that’s sent to the Head of Quality Assurance and Complaint Management. Filing a complaint online also lets customers attach photos, making it no longer necessary for the end-customer to ship the defective product to edding.
Once a complaint has been filed on the website, it is received as an email. Complaints from Germany are sent to Wunstorf, while those from other countries are directed to the country’s responsible sales team or to Sales Support International, located in Ahrensburg. The complaints are evaluated and the problem is identified as either an issue that is justifiable according to the specifications or whether it was due to a misuse of the product. Customers are recommended to send photos of the product they are experiencing an issue with, as this makes it easier to identify the problem.
Customer reviews on various e-commerce platforms are also monitored, as these can be used to improve customer satisfaction and make the products better and safer. In fact, any review lower than 4 stars is seen as a complaint. These ratings are also categorised and evaluated, and the results are used again in marketing and product development.
edding sees complaints as a chance to improve its products and therefore improve customer satisfaction.
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