The past years of a global pandemic followed by the war in Europe have put the agility, speed and resilience of global supply chains to the test. Despite this, we have improved our customer satisfaction each year, and have seen a significant increase in our Net Promoter Score (NPS) occurring from 2020 on – in other words, during extraordinarily high raw material and energy prices, health and safety concerns, and availability disruptions on several fronts.
Today, our NPS score is at +53.
According to our Voice of Customer feedback, 72% of our surveyed customers state that there has been no change to the supply of products and service to them during the pandemic. This “business as usual” assessment during an unprecedented period of chaos and uncertainty should be a source of pride for the Kemira team, as we make every effort to keep our promises to the customers.
60% of our surveyed customers state that Kemira is better than the competition at securing deliveries in turbulent times and 57% state that Kemira is better than competition in communicating any possible supply challenges.
To enable reliability, we focus on world-class supply chain, a global manufacturing network with local presence in key markets and strong backward integration to key raw materials, as well as digitalizing our processes to ensure speed and transparency. Reliability is also built up as a result of the various manufacturing sites working together. When it comes to the satisfaction of our customers with their key Kemira contact, customers rate them 9/10 for reliability.