Resolute is strengthening its commitment to product stewardship and customer service, further enhancing the company’s reputation as the environmental supplier of choice in the forest products industry.
Our goal is to continuously improve customer satisfaction levels for flexibility, quality and service. We achieve this by regularly measuring and monitoring key performance indicators (KPIs) for product quality and customer service across our pulp, paper and tissue businesses. Here are some highlights from our GRI-compliant 2020 sustainability reporting.
Resolute’s customer service KPIs help us get to the root cause of a customer service problem or quality issue. Our KPIs measure product consistency, overall customer satisfaction, quality claims, mill transit claims, changes in year-over-year claims and timely communication.
Our customers’ priorities are assessed every three years through our stakeholder engagement surveys to better understand the sustainability issues important to them. We also proactively engage with our customers regarding product stewardship and sustainability requests – in 2020, we received 158 such requests.
Resolute’s public commitments are made in response to these requests and assessments, including commitments to enhance customer satisfaction and develop new and innovative bio-products derived from wood.
We are firmly committed to strengthening product stewardship and customer satisfaction to further enhance our reputation as the environmental supplier of choice in the industry.
We invite you to learn more by visiting our Public Commitments page on Resolute’s corporate website.
Source: The Resolute Blog