17 Finsbury Food Group Annual Report & Accounts 2019
Quality and Innovations
Maintaining High Standards
A Focus on Quality
Quality runs to the heart of our business supporting our purpose of Baking Brilliance. We focus heavily on quality metrics including complaints from customers. The business as a whole has achieved over a 10% reduction in complaints with our Fletcher’s business achieving a standout 27% year on year reduction achieving industry leading standards through their work with our complaints investigation and reduction system.
Satisfying New Trends
Innovation is key to our partnership relationship, particularly with our customers and consumers. Our Kara brand vegan buns launched during the year for our foodservice market meets a rapidly developing consumer trend. We are very proud when our products win awards and this year was no exception. We won nine awards for our brilliant bakery products across the business. We were also awarded Bakery Manufacturing Company of the Year in recognition of the work we have done in many areas of our business.
