Customer satisfaction remains high

The annual Metsä Fibre customer satisfaction survey was completed again this summer with interviews of pulp customers in various market areas. The overall customer satisfaction rating remained almost unchanged at 8.61 on a scale from 4 to 10.

1/2018 TEXT: TIMO NYKÄNEN, METSÄ FIBRE IMAGES: METSÄ GROUP

​Designed for Metsä Fibre by Fenix Consulting, the RADAR survey gauges customer satisfaction and gathers feedback on the future expectations and requirements of customers concerning the reliability, products and R&D of Metsä Fibre, and its customer knowledge, public relations and continuous improvement.

The survey suggested that the company should focus on playing a more active role in offering R&D projects to customers and tackling various logistical challenges. Also, with expectations of the new bioproduct mill in Äänekoski emerging under various headings, Metsä Fibre will continue focusing on ways of responding to this feedback.

“Based on the previous year’s RADAR results, we have been paying special attention on communicating about our value-added services and product development by presenting, for example, our tissue know-how at the Tissue World event in Milan. We will continue this work also in the future, in order to maintain our status as a leading fibre and refining specialist”, explains Metsä Fibre Sales Controller Minna Ranta, responsible for arranging the survey this year.

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