Customer Focus

Here at Cool Milk, we are striving to achieve a high level of customer service. The best way for us to improve as a business is to listen to our customers’ feedback by hearing what our customers are saying following face to face meetings, customer surveys or feedback comments from our webpage and updating and improving our service to make their life easier and simpler.

This is how your feedback has improved the services this year.

Promoting milk and its benefits

  • We attended hundreds of Bursar meetings and group seminars to inform schools on the legislation and School Food Plan changes that took place in September 2014 and January 2015
  • We attended six roadshows at the end of 2014 supporting the milk legislation, helping schools and providing general overall solutions
  • We introduced the Cool Milk Relationship team to help support schools and parents with promoting milk and offering advice on legislation changes
  • We helped London Borough schools comply with the new Department of Education’s School Food Plan
  • We worked with the School Food Plan to produce a “What Works Well” video that could be viewed on their website
  • We introduced an Under 5’s factsheet explaining the nutritional benefits that milk offers to 0-5 year olds
  • We promoted World School Milk Day celebrations with GP and Breakfast TV Health Editor, Dr Hilary Jones visiting a school in Ashton-under-Lyne and Amoolia the cow visiting a Walsall school


Working within the community

  • We continue to sponsor the Lincoln City under 9’s football team
  • We promoted mid-morning milk through shows and visits from Amoolia the cow
  • We raised over £1,400 in 2014 for our chosen charity St. Barnabas Hospice in Lincoln
  • Dr Hilary visited Crownfield Infant School in Romford following a national schools competition
  • We helped promote more community spirit through team events such as Children in Need fundraising for 2015 where we raised £222.50
  • Our Community Values team promoted a  “Summer Overload” Charity Event in July 2015 with £333.73 raised for Safari Ward at Lincoln County Hospital



Promoting milk and its benefits

  • We improved the September Intake process to make it more automated and less time consuming for the administration staff whilst ensuring all under 5 children are registered to receive milk
  • We improved the information shown on the parent payment requests to make it clearer when and how to pay and to highlight the current school attended
  • We introduced new and updated tutorials on the website for settings to manage calendars, class lists, September Intake and SPS accounts
  • We updated the FAQ’s for the parents based on typical queries that come through our Customer Service Team
  • We improved the process for fax receipts giving confirmations within 2 hours of receipt
  • We introduced the Cool Milk Relationship team to help support schools through the September Intake and Turning 5 processes

Great performance - "Our customers come first"

  • We introduced new processes with our dairies for return dates after holidays to improve first day back deliveries to over 98.5%
  • We won LACA’s ‘Outstanding Supplier of the Year’ at a leading school food industry organisation awards ceremony in Birmingham, supported by the Department for Education and acknowledge individuals and teams of people who continue to make a real difference in education catering
  • We continue to improve our handling of customer complaints with an improvement of 0.8% to over 94% responded and resolved within 5 days
  • Our benchmarking survey responses confirmed we are in the 92% sector for customer satisfaction

Excellent people makes excellent service

  • We continued to invest in our people through external qualification courses across all departments
  • We improved the skill and knowledge set through internal training, quality assurance audits and awards
  • We won the coveted Investors in People Gold standard in May 2015
  • We promoted the importance of customer service through our yearly award ceremony for CSE person of the year