​​​​​​We all benefit from close collaboration and an open dialogue with customers

We want to provide our customers with solutions that help them to improve and succeed. The best way to do this is through smooth collaboration and a continuous dialogue that leads to a deeper understanding of the customer’s needs.

Customer collaboration helps us to help our customers succeed

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.

Varying ways of customer collaboration

UPM’s businesses vary in the products and services they offer. Each business also has its own way of interacting with its customers.

Customer satisfaction

We carry out customer satisfaction surveys regularly. The surveys measure, for example, our customers’ overall satisfaction with our performance and their relationship with the main sales contact.

Certificate Finder

UPM’s Certificate Finder search tool allows you to find certificates and position statements according to business and certificate categories.
May 4, 2017

Henkel´s label waste goes beyond the bin

Henkel is a global company that recycles label waste with exemplary efficiency. RafCycle®, a project successfully piloted at one plant, will now be expanded.

From upmbiofore.com
February 17, 2017

Assessing the lifecycle of a wine bottle

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.