Metsä Fibre’s pulp customers are more satisfied with the company than before, the company’s latest customer survey indicates.
Judging from the survey, customers are particularly satisfied with the quality of Metsä Fibre’s products and customer service. They also see the company as a reliable operator.
High quality customer service
Customer satisfaction remained on an excellent level in both Europe and the APAC and EMEA regions.
Pulp customers were particularly satisfied with Metsä Fibre’s customer service. Customers say that it is of high quality and has strong technical support. They also consider the communication and the ability to react to be on a very high level.
“The year 2024 has been extremely challenging for us. First, we were challenged by the political strikes in Finland. After that, an explosion accident at the Kemi bioproduct mill closed down the mill for three months. Their impact was reflected in customer deliveries, which we had to reallocate during the spring. I want to thank all our customers and partners for the support and understanding we have received during this exceptional time,” says Mikko Antsalo, Senior Vice President, Sales and Marketing at Metsä Fibre.
More production plant visits requested
In the survey, customers had the opportunity to make suggestions and to put forward development ideas related to the customer collaboration. Several respondents said they were interested in visiting the mills. Many also wanted to participate in more comprehensive production training.
“It is important for us to show our modern production plants, skilled employees and sustainable Finnish forestry to our customers and their customers. I highly recommend visiting Pro Nemus in Äänekoski to learn more about Metsä Group’s operations and Nemus Futurum in Kirkniemi, Lohja, to get a deeper perspective on forestry,” says Antsalo.
Metsä Fibre’s customer satisfaction survey was carried out by The Customer Relationship Consultancy.