Have your say: We’re listening!
Every two years we conduct an in-depth customer feedback study with a cross-section of our customers via third-party market research specialists, Opticom.
Customer Experience Manager Hannah Stenberg explains why we’ve been doing this for some 20 years:
“This is much more than a box-ticking exercise,” she says. “It’s an important tool to help us track our progress over time and to understand how we are perceived in the market today against our competitors. But it is also an opportunity to hear our customers’ thoughts about the future. We look both at our own service and products, as well as the bigger picture to find out how we can add value and better anticipate our customers’ needs and concerns going forward.
“We don’t file the findings in a drawer until the next review. The results form the basis of workshops and cross-department discussions to see how we can implement change in response to what our customers are saying.
“The study involves face-to-face interviews, in person or via Teams and can take up to an hour: These are detailed conversations to dig deep into customers’ perspectives. We can’t invite everyone to participate because that would not be practical, but we try to gather a cross-section of our customers across countries and grades.
“The next study will be conducted in the New Year. We will be inviting a selection of customers to take part. If you would like to be one of them, please do contact me so that I can register your interest, and we’ll be in touch in the New Year. We are so grateful to all who contribute and help us improve.”
Register now and have your say in 2025.
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Subjects: Pulp
