News

Succeeding with customer feedback

For the third consecutive year, we carried out an extensive telephone survey of customers to measure and document your level of satisfaction with us in key performance areas. This time we had a record number of participants – a total of 1,024 customers globally responded to the survey. A warm thank you for your feedback!

Succeeding with customer feedback

Customer satisfaction and the day-to-day experience of partnering with us is an extremely important focus area for Kemira. It is a metric that we follow closely and seek to improve through comprehensive global action-planning.

We are pleased to see that the results continue to develop in the right direction overall, although last year we experienced some challenges with raw material availability and prices, logistics partners as well as forces of nature, such as hurricanes.

2018 NPS

33

Group-wide

Kemira as a supplier

62 %

Absolutely or very satisfied

Contact at Kemira

74 %

Absolutely or very satisfied

Group-wide our customer satisfaction level has risen five points on the Net Promoter Score (customers’ willingness to recommend Kemira) since the first survey and is currently on a “good” level – higher than among benchmark B2B industrial companies (source: research partner Taloustutkimus database). However, there’s always room for improvement and we will continue to work toward reaching “excellent” ratings in customer satisfaction.

First point-of-contact in a key role

It is clear to us that the key drivers in customer satisfaction are the technical service we offer, speed and proactivity, as well as our ability to offer new solutions. Across the organization, teams are working to put plans in place to further improve these areas. One of our strong points, recognized by our customers, is the high quality of the products we offer. Another one is our people – the men and women acting as your first Kemira points-of-contact: over 74 % of customers are “absolutely” or “very satisfied” with their main contact person.

2018 NPS

28

Pulp & Paper

Kemira as a supplier

61 %

Absolutely or very satisfied

Contact at Kemira

72 %

Absolutely or very satisfied

Pulp & Paper

In the Pulp & Paper segment, Kemira’s NPS score has increased by two points to 28. 61 % of our P&P customers say they are absolutely or very satisfied with Kemira as a supplier and 72 % percent are absolutely or very satisfied with their primary contact at Kemira. According to these valued customers, the main reasons for satisfaction include our quality of products, understanding your needs and the outstanding service we provide.

When it comes to logistic issues with your deliveries, we are working closely with our carriers and improving our internal processes to ensure your products are delivered on time. Your request for improved communication with your representative has also been heard. Our sales organizations listened carefully to your feedback, conducted regional workshops to discuss these concerns, and are putting action plans in place to increase their communication with you in a more proactive way.

2018 NPS

38

Industry & Water

Kemira as a supplier

63 %

Absolutely or very satisfied

Contact at Kemira

76 %

Absolutely or very satisfied

Industry & Water

The Net Promoter Score for our Industry & Water segment (including Oil & Gas) has increased three points to 38. Out of our I&W customers 63 % are absolutely or very satisfied with Kemira as a supplier and 76 % are absolutely or very satisfied with their primary contact.

Looking at the specific reasons why our valued customers would recommend us, timely deliveries and communication rank the highest. On the other hand, these are also the main areas of concern for some. Our global sales teams have taken this feedback seriously. Meetings were organized around the globe to read each customer’s comments and to develop regional action plans to address these issues and any specific challenges identified in their area.

Dedicated to improving the customer experience

Kemira is also working on exciting new tools that will help improve the customer experience throughout our organization. We look forward to sharing this information with you in the near future.

We extend our sincere gratitude for taking the time out of your busy schedule to help us improve. If you weren’t able to participate this time, we hope you will consider sharing your honest opinions with us in 2019. It is our customers’ valuable insight that helps us improve so that we can succeed together.

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