Our relationship with our customers and suppliers is important to us – without them, we would simply not exist. Both our businesses rely on long-term working relationships as one of the core pillars of their business strategy – for Menzies Distribution this can be a lifelong arrangement with a newsagent, and for Menzies Aviation agreements covering many years at many airports.

Airports and airlines operate on an international platform and expect all their suppliers to operate to acceptable standards worldwide. Menzies Aviation shares this commitment to high standards and works with its airline and airport partners to ensure that we all maintain and deliver commitments to high standards throughout the supply chain, at all our locations worldwide.

Menzies Distribution customer survey

At the end of each year Menzies Distribution commissions an independent customer survey, covering all aspects of its relationship with its retail customers. Improvements to our customer contact centres are just one of the outcomes to previous years surveys. These are now providing a better level of service than previously provided at a branch level.

Menzies Distribution Service Pledge

Menzies Distribution had undertaken to improve further was its relationship with its customers, and 2010 saw the division continue the operation of its ‘Service Pledge’. This booklet, circulated to all its customers, laid out in plain language the minimum levels of performance that they can expect from the division, building on three key principles – guaranteed universal service; better than industry standard standards; and a complaints resolution process. Not content to rest on their laurels, the division began a full review at the end of the year which will culminate in the release of a new and improved ‘Service Pledge’ in 2011.

Menzies Aviation relationship building

Menzies Aviation has at the core of its strategy the establishment of long-term agreements with attractive airlines in attractive markets. Working closely with its airline and airport customers and ground equipment suppliers provides long-term, reliable partnerships.

Menzies Aviation also has frequent audits of its services, processes, procedures and policies at its airports by its airline customers to ensure that their high standards are maintained.