WE HAVE RECEIVED YOUR FEEDBACK
Our customers consider us as a reliable partner with consistent pulp quality.
scores, but more communication when there are pulp deviations ongoing. “On a daily basis we are seen as a partner that strives to improve the relationship and cooperation with the cus- tomers. RADAR gives us more insight to where specifically we need improvements and these are individual and very specific cases with relatively easy and quick fixes,” tells Mi- kael Lagerblom , Metsä Fibre’s VP for Sales EMEA. “One of the requests from our Asian customers has been to improve shipment tracking. We’ve developed a shipment tracking tool and will further improve that tool to meet our customers’ demands. This is a good example of how the customer survey helps to identify important development targets,” says Metsä Fibre’s Harri Vertanen , VP for Sales Asia. Based on the customer feedback, various logistical studies were done to find ways to shorten delivery times. In addition to that, the shipment tracking tool develop- ment started. “We also worked on improving the communication. FibreOnline was introduced to many customers to ena- ble easier communication regarding shipments and pulp quality follow up,” Vertanen says. “We’re currently also reviewing in the whole Metsä Group how we can improve and renew continuous meas- urements of customer experience,” Harmaala says. •
Gathering customer feedback is a systematic process in Metsä Fibre. The feedback data is distributed to the whole organisation where functional teams analyse the results and make corrective action plans. The customer surveys have been carried out for more than 20 years in Europe and are completed today in all market areas we are present. The survey method is an in-depth phone interview. The annual customer satisfaction survey, RADAR, states that the customers’ satisfaction remains high. The cus- tomers consider us as a reliable supplier with even pulp quality. This is a welcomed result, since we have worked hard in improving quality consistency and especially af- ter introducing Metris FOX quality index (developed by Metsä Fibre, and now owned by international technology company Andritz). Communication with customers has been in general on a good level, but there is always room for improvement. “Based on the results, customer expectations and com- munication don’t always meet. Therefore, we need to focus our efforts on improving the customer expectations by developing the amount, the content and the quality of communication,” says Metsä Fibre’s Ari Harmaala , SVP Sales and Customership. “One example here is to show better the clear customer benefits that our services offer.” The survey tells that the satisfaction in EMEA has im- proved. Customer support and knowledge received high
“Metsä Fibre is seen as a partner that strives to improve the relationship and cooperation with the customers.”
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