Customer survey feedback drives our focus on digital service and communication

News 17.12.2025

This past autumn, an independent research partner conducted a customer satisfaction survey across our market areas, gathering valuable insights into our performance and customer priorities for the future.

We are pleased to share the comprehensive results. Although our overall Net Promoter Score (NPS) decreased from 62 to 54, there were notable differences between our business units: NPS was 71 for Finland, 65 for the Baltics and 30 for Scandinavia. It is very positive that satisfaction with individual categories either improved or remained at 2024 levels across all business units. The survey concerning India will be conducted separately at the beginning of 2026.


The feedback highlighted strong improvements in several key areas, confirming the effectiveness of our day-to-day operations and team engagement. The most significant improvements were reported in customer service and service attitude, the availability of sales and customer service personnel, and company image and marketing.

The feedback highlighted the desire for better digital services. Next year we will carry out a website redesign focused on improving the digital discoverability of our products.

The regulatory landscape, driven by the Corporate Sustainability Reporting Directive (CSRD), has shifted sustainability expectations toward crucial areas such as responsible sourcing, transparency, and thorough supplier evaluations. Core elements like carbon footprints and reliability remain fundamentally important.

We recognise the clear feedback that many respondents felt unaware of our sustainability actions. This highlights a clear need for improved communication regarding our corporate responsibility work. We have made significant progress internally, including publishing our first voluntary sustainability report, achieving an Ecovadis Gold rating, and completing Scope 1 & 2 emission calculations. We acknowledge that we have not communicated these achievements effectively enough. Our commitment now is to bridge this communication gap and ensure our customers have full visibility into our ongoing sustainability efforts.

We are actively reviewing all feedback to implement meaningful improvements. Our strategic focus for the next year, based directly on the input received, will be concentrated on three key areas: improving communication with both customers and suppliers, performing portfolio analyses to ensure our offering remains relevant, and exploring new alternatives for enhanced service delivery.

Five key areas saw an increase in average score (on a 1-5 scale) compared to the previous year:


Customer Service: Responsive assistance and claims handling. This covers the quality and accessibility of our customer support services and the efficient management of any claims or issues you may have.
Deliveries: Reliable and punctual fulfillment. This rating focuses strictly on the dependability of our delivery schedules and the punctuality of goods arriving at your location.
General Operations: Our company reputation and reliability. This covers the seamlessness of our collaboration, trustworthiness in keeping commitments, commitment to development and renewal, locality, and our customers overall view of our performance.
Products & Services: Value, quality, and portfolio relevance. This score reflects the quality of our products, our ability to meet our customers specific needs, the price-quality ratio, product innovation and marketing communication.
Sales and Personnel: Dedicated expertise and service attitude. We measure the knowledge, technical competence, and availability of our sales and account management teams to support our customers' needs.