Customer satisfaction

We regularly monitor customer satisfaction through customer satisfaction surveys conducted internally or by a third party. The results confirm that our customers value our comprehensive product range, reliability and excellent environmental performance.

Based on various business customer satisfaction surveys we carry out regularly, our overall total satisfaction rating as a supplier is 84% (in 2022). This indicates our customers’ overall satisfaction with our performance and their relationship with the main sales contact.

Our surveys offer a tool for continuous development that brings an external customer dimension to our performance management. Through these surveys, UPM deepens its knowledge of customer attitudes, thoughts and perceptions. They have provided valuable insights to help us further improve our standards of excellence. UPM focuses on improving both its local performance and global processes and guidance.

Enquiries

UPM businesses have environment and responsibility enquiry tools which save  enquiries from customers in Communication Papers, Specialty Papers, Pulp, Plywood, Biocomposites, Raflatac and Timber. Tools allow us to analyse and follow up on trends and emerging topics surrounding the environmental and responsibility issues our customers are concerned about. The tool enables us to be proactive in our actions to meet changing customer demands, thereby helping us to improve our customer service.

The main topics of concern raised by customers related to product safety, origin of wood, forest certification, and environmental topics such as environmental labels and carbon footprints. Interest in climate change as well as social and ethical issues are rising globally.