Customer satisfaction
We regularly monitor customer satisfaction through surveys conducted either internally or by a third party. The results confirm that our customers value our comprehensive product range, reliability and excellent environmental performance.
Our surveys offer a tool for continuous development that brings an external customer dimension to our performance management. Through these surveys, we deepen our knowledge of customer attitudes, thoughts and perceptions. Customers have provided valuable insights to help us further improve our standards of excellence. We focus on improving both our local performance and global processes and guidance.
Our dialogues and surveys show that our customers take an interest in our sustainability performance. Based on various business customer satisfaction surveys we carry out regularly, our overall total satisfaction rating as a supplier is 85%. This indicates our customers’ overall satisfaction with our performance and their relationship with the main sales contact.
Follow-ups on enquiries lead to better customer satisfaction
Our businesses use special environment and sustainability tools to save enquiries from their customers. Tools allow us to analyse and follow-up on trends and emerging topics surrounding the environmental and sustainability issues our customers are concerned about. The tools enable us to be proactive in our actions to meet changing customer demands, thereby helping us to improve our customer service.
The main topics of concern raised by customers are related to product safety, origin of wood, forest certification, and environmental topics such as ecolabels and carbon footprints. Interest in climate change as well as social and ethical issues are rising globally.
