Customer Engagement and Satisfaction

Numerous engagement mechanisms are in place within the organisation to identify and respond to the concerns and suggestions of our customers. We have invested in digital platforms and tools striving to serve our customers better through improved analytics and insights. These digital means have enabled us to maintain engagement right throughout by facilitating product discussions, launching products and accommodating customer requirements, in addition to the traditional means of engagement presented below.
Independent audits are conducted by our top-tier customers on multiple criteria including on time delivery, right first time and quality and findings shared with our management, serving as the main source for measuring customer satisfaction levels. Once these results are evaluated, we initiate corrective action, thereby ensuring satisfied customers.

Our Value Proposition to Customers

Innovative Products

We engage closely with customers developing innovative fashion forward fabric to suit the needs of an evolving market. The Inno team successfully added 299 new innovations during the year, expanding the portfolio to 1,531 products.

Unparalleled Quality

Quality levels are maintained at over 95% requiring minimal inspection at customer premises thereby saving time and effort in the value chain Stringent testing processes, a range of certifications and state of the art machinery underpin our quality assurance system

  • <1% Customer complaints
  • >95% Right First Time (RFT)

Reliability

Customers benefit from our reliable supply chain that meets their demands for flexibility, speed, and timely delivery. We successfully fulfilled our orders despite the volatile economic environment during the year, by proactively managing inventory and raw materials.

  • 3 days turn around for speed orders.
  • 91% on time delivery
  • Flexible arrangements to store raw materials

Sustainable Production

Driving sustainability is a key component of our overall business strategy and is integrated into every aspect of our operations

Competitive Pricing

We offer our customers a competitive price by actively managing our costs through the following mechanisms:

  • Bulk purchasing
  • Process engineering
  • Forward booking of contracts

As the largest fabric manufacturer in the country, we also benefit from economies of scale in our production process.

Transparency and Product Responsibility

We ensure compliance with relevant regulations and the integrity and accuracy of all marketing communications. There were no incidents of noncompliance with laws, regulations or standards relating to customer health and safety, marketing/labelling information and/or marketing communications during the year. Due to the nature of the operation in Hayleys Fabric PLC Group, we bide the product and service information and labelling requirement.

Nature by Hayleys Fabric

The first ever sustainability forum in Sri Lanka’s Textile Sector, “Nature by Hayleys Fabric” was hosted in December 2022 for industry stakeholders. The event served as a platform to demonstrate the versatile form and function of our collection of innovative textiles and their eco-friendly features, as well as the systemic optimisations made across the manufacturing process in meeting UNSDG goals.  350+ overall participants including 20+ foreign participants convened in Colombo for a one day program.