UPM’s interaction with customers is based on continuous dialogue and regular customer satisfaction surveys. A comprehensive understanding of the markets, knowledge of end uses and an appreciation of our customers’ needs are critical to our customer relations.
In addition to a continuous working dialogue, UPM is engaged in various development projects with customers. Many of the projects are related to product development, supply chain efficiency and optimisation, and the co-planning of activities.
We regularly measure customer satisfaction in most businesses through customer satisfaction surveys conducted by a third party. The surveys act as a tool for further development and bring an important customer dimension to performance management.
The dialogues and surveys show that UPM’s customers take an interest in the company’s responsibility performance and in the sustainability of its operations. Product safety, ecolabels, forest certification and chains of custody, resource efficiency, safety performance and the supply chain are among the most important topics. The significance of long-term financial performance and supplier profitability are gaining importance.
Finnish furniture manufacturer Isku began using UPM Grada wood material and managed to cut the manufacturing time of form-pressed components in half compared to the traditional manufacturing method.
As the market leader in paper manufacturing, UPM is able to provide publishers with a service that is based on their actual needs. In today’s operating environment, resource efficiency and cost savings are ever more important. However, striving for efficiency must not weaken the functional properties of products or impair the brand value of printed publications.