World of fibre
THE HIGHEST ECOVADIS SUSTAINABILITY RATING FOR METSÄ FIBRE Metsä Fibre has been awarded a Platinum level rating by EcoVadis for the company's corporate social responsibil- ity. The company was ranked especially high on environ- mental topics. “We are all proud to receive the highest level EcoVadis rating, and we will utilise the feedback as one tool to further improve our operations,” says CEO Ismo Nousiainen.
FEEDBACK IN A NEW WAY Metsä Fibre has been evaluating customer satisfaction with a survey for several years. The survey provides us detailed information on what is working well and where further development could be made. In 2020 we made changes to the survey questions and expanded the sample to cover our entire customer base. Our customers also have the chance to give an overall grade, as well as to freely comment on topics of their choosing. “Our work is based on listening to and understanding our customers. With the new model, responding to the survey is easier and quicker, and we have received feedback on more sub-areas,” says Harri Vertanen , VP, Sales in Asia. European customers are particularly satisfied with product quality, cooperation and reliability. Negative feedback was mainly related to the flexibility of delivery and payment terms. “Customers feel they can trust us, and that we keep our promises. In addition, the respondents hoped for lower pulp prices. From a sales perspective, we still need to improve our interaction with customers in relation to price discussions,” says Mikael Lagerblom , VP, Sales in Europe. The feedback from Asian customers was largely similar to previous years. Some criticism was aimed at individual issues, many of which have already been ad- dressed in daily operations. “As our strengths, the respondents mentioned the good quality of products and guaranteed delivery reliability. Our technical customer service also received positive feedback,” Vertanen says. Vertanen and Lagerblom were satisfied with the response rate of the survey. “The fact that a customer takes the trouble of responding to the survey is in itself a sign of respect for our collaboration. We are very happy to be considered an important and valued supplier,” says Lagerblom.
PRODUCTION STARTED AT DEMO PLANT The textile fibre demo plant in Äänekoski, Finland, has reached the stage where the first batch of product, wood- based textile fibre, has been produced. The plant is owned and operated by MI Demo, a joint venture of Metsä Group’s innovation company Metsä Spring and Japanese Itochu Corporation. “Reaching this stage is a sig- nificant milestone within the overall demonstration project. I am very proud of our team and all the partners involved for their professionalism,” says Niklas von Weymarn , CEO of Metsä Spring and Chair of the Board of MI Demo.
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