Customer survey part 2: Following up
Now that the results of our latest customer survey are in, we held a series of workshops hosted by Opticom who conducted the survey, to communicate the findings across our departments and create an action plan in response.
In addition to the Sales team and Technical Product Managers (TPMs), our Sustainability Director, Anders Norén, joined the workshops for the first time, reflecting the increasing prominence sustainability issues have for customers. Issues discussed on the back of the survey’s results included our role as proactive partner in carbon footprint reduction, supply chain logistics, production, products and technical customer support.
Mikael Selling, Opticom CEO: “Södra takes these surveys very seriously in terms of commitment, engagement and follow up. It’s the opposite to a box-ticking exercise and this is reflected in the fact that all respondents answer when we call, which is really quite unusual - they know it matters. They always seek to improve upon their results.”
“These workshops are important,” adds Hannah Stenberg, Södra’s Customer Experience Manager, “because they help us disseminate the customer’s view to a much larger audience within Södra who might never meet the customers, and to galvanise our ideas and creativity when it comes to defining how to improve our service offering. The findings from the results and the voice of the customer are communicated within our own department and the mills but also to all business areas within Södra, so that everyone has a chance to get closer to the customer.”
Show all content for topic.