The balanced score card has allowed Nestle to become an industry leader in pet care products. Nestle has almost twice the market share of the closest competitor. Nestle's strategic planning incorporates the phase 'voice-of-the-customer data' where the company takes into account consumers thoughts, feelings, demands, or wants. Its through this phase that allowed Nestle to take great strides in product safety and design which assisted in catapulting them to the head of the pack within their industry.
Nestle is successful from the customer perspective due to its reliance on voice-of-the-customer data. Nestle lends their ear to their customers as well as industry consumers to gauge what is important to them. Product safety ranks near the top of consumer concerns and through Nestle's strategic planning and production quality assurance Nestle's products rank at the top of companies within their industry.
Nestle's collection of important data such as; market research, voice-of-the-customer, as well as workforce capabilities studies. Their focus on workforce capabilities studies has allowed the company to revamp safety protocols, as well as implement more stringent quality control measures to insure product safety, and appeal.