We listen to our customers’ needs to be able to meet their expectations. We must understand the challenges they are facing to be able to mitigate them. Based on customer engagement and dialogue on sustainability, our customers value safety, resource efficiency, productivity and supply chain responsibility the most. A comprehensive understanding of customer needs enables us to solve their challenges with tailored solutions and providing them with the best performance and improved processes.
Our target is to develop our customer engagement and dialogue on sustainability issues through more proactive every day communication and marketing. In addition, to better understand the challenges our customers are facing, more structured annual discussions on their sustainability expectations are needed.
Continuous improvement for better customer satisfaction
To map out the customer experience, we utilize the Net Promoter Score (NPS) methodology in our annual global customer satisfaction survey. We gather and document our customers’ feedback and analyze it both locally and globally and drive improvement actions and best practices. We also communicate with our customers about the improvement actions we have taken.