Customer satisfaction is an extremely important focus area at Kemira, and a metric which we follow closely and seek to improve. Thank you for participating in our 2017 Customers’ Voice survey, it will again generate improvement actions! For the second year in a row, Kemira has carried out a comprehensive survey of customers to measure and document your level of satisfaction in key performance areas. Over 900 customers globally responded to the survey this year. We are pleased to see that the 2017 results are encouraging, both with respect to the overall level of satisfaction, as well as the rise in satisfaction since last year. Compared to industry peers, our customers’ willingness to recommend Kemira rates “good” – but our ambition is nothing short of “excellent” in customer satisfaction.
Business as usual is bad business
From a performance optimization point of view, business as usual can be bad for business. We believe in continuous improvement; there’s always room for improvement, even if our customer satisfaction rates are above the average for industrial companies (source: research partner database).
After our previous survey conducted in 2015-2016, many development programs have been launched to improve on the areas you – our customers – signaled as critical to your satisfaction. For example, we optimized our logistics processes by pairing up with a partner that helps us further improve the safety, sustainability and end-to-end efficiency of our logistics solutions. We are also working on many process improvements in the workstreams that relate to your order processing, delivery and invoicing. We will continue to work on these and many other improvement items identified.
This year, we can particularly read from your responses that you wish to see improvement in our ability to proactively offer new products, innovations and solutions to your operational challenges, and to be more visible in your everyday through proactive engagement and communications. Again, this feedback is heard and analyzed in-depth, and will lead to improvement actions and close follow-up.
Your evaluation and comments are extremely valuable to us. Thank you for your input, let’s continue to work together for continuous improvement – everyday!