Thank you for your feedback on the Voice of Customer survey

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!

Thank you for your feedback on the Voice of Customer survey

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.

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 services 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 75% of customers are “absolutely” or “very satisfied” with their main contact person.

The technical skills of the staff impressed me
– a satisfied customer

Again, your feedback is heard and analyzed in-depth, and will lead to improvement actions and close follow-up. Thank you for your input, it is extremely valuable for us. Let’s continue to work together for continuous improvement – adding to your everyday!​​​​


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