Foreword: You spoke, we listened
Customer Experience can be defined as a customer´s overall perception of the company, based on their interactions with it. It includes every touchpoint a customer ever has with a company – from sales to marketing to customer services. We strive continuously to do better in every interaction with you to improve satisfaction and loyalty.
Our comprehensive customer satisfaction survey conducted every two years in association with third-party market research consultancy Opticom, is a very useful tool for measuring customer experience. Your feedback is of great value to us and we are eager to listen. But most importantly, we need to act upon your feedback in order to improve and continue to add value.
We are on a journey together and there are big challenges ahead, especially the reduction of CO2 emissions. We want to contribute in a positive way to support you to reach your sustainability goals. Over the coming year we want to work more closely with you and will initiate the dialogue to discuss how we can find more sustainable logistic solutions together.
We know that we are better together. We understand the need to take sustainability communication further than we have before. Joining forces to communicate more effectively all the way to the consumer will be one action we would like to pursue.
Transparency across the supply chain was also an important issue for customers, according to the survey. The new version of our online suite of services, MyPulp+, will hopefully also bring tangible improvements to your interactions with us as well as increased transparency, for example, on order status, environmental data and quality parameters.
The two most consistent words that came back from the survey when it came to customers’ impressions of Södra were reliable and sustainable. We intend to live up to them.
Hannah Stenberg, Customer Experience Manager