The annual Metsä Fibre customer satisfaction survey was completed again this summer with interviews of both pulp and biochemical customers in various market areas. Designed for Metsä Fibre by Fenix Consulting, the RADAR survey gauges customer satisfaction in the reliability, product quality and development of Metsä Fibre, and in the company’s customer knowledge, business communication and continuous improvement.
Drawing on experience from last year’s survey, new questions were included on closer customer collaboration, greater customer knowledge and improved product quality. The latest findings suggest that development work has paid off, with record high levels of customer satisfaction and an increase recorded in all markets. The overall customer satisfaction rating reached 8.65 on a scale from 4 to 10.
“These findings suggest that key areas to develop are making continuous improvement tangible to the customer, clarifying the Metsä Fibre service portfolio, and responding to expectations arising from the new bioproduct mill,” explains R&D Manager Jaana Ahervuo of Fenix Consulting.
Metsä Fibre is seeking better business communications with improved online channels and a redoubled focus on personal encounters with the customer.
“We are continuing work to improve our already highly rated customer knowledge and services with a view to maintaining our status as a leading fibre and refining specialist providing value-added services to customers,” explains Metsä Fibre Product Development VP Ursula Lumme, who was responsible for arranging the survey this year.