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.
Henkel is a global company that recycles label waste with exemplary efficiency. RafCycle®, a project successfully piloted at one plant, will now be expanded.
Self-adhesive label manufacturer UPM Raflatac collaborated with Cielo e Terra – one of Italy’s largest wine bottlers – and has made a lifecycle assessment of their wine brand Freschello. A lifecycle assessment involves the analysis of a product’s environmental impacts throughout its entire lifecycle, from raw material sourcing through to manufacturing and recycling.