Customer Satisfaction

Each business area has its own process and methodology for the evaluation of product satisfaction by clients and/or end users. While there may not be a standardized mechanism for measuring customer satisfaction on a corporate level, there is a consensus on the importance of doing so. Furthermore, the trend over the course of the last three years has been one of consolidating customer satisfaction surveys with both CMPC Celulosa, including its subsidiaries Pulp and Maderas, and CMPC Biopackaging working with the Net Promoter Score methodology.

On the other hand, Softys participates in a modern channel client survey on a regional level, called Advantage, which covers Argentina, Brazil, Chile, Mexico and Peru. This tool measures the level of customer satisfaction with the sales process and product perception in terms of innovation and communication. The results of the survey are summarized in a ranking of consumer brands.

Percentage of satisfied customers of CMPC Pulp, Maderas and Biopackaging from the total surveyed

2016 2017 2018 2019
74% 74% 85%

Net Promoter Score customer satisfaction with CMPC Pulp, Maderas and Biopackaging products and services

2016 2017 2018 2019
CMPC Pulp 87% 88%
CMPC Maderas 82%
CMPC Boxboard 79%
CMPC Sack Kraft 53%
CMPC Corrugated 84%
CMPC Edipac 84%

Softys Advantage ranking

 

 

 

2016 2017 2018 2019
Current position Change from previous year Current position Change from previous year Current position Change from previous year Current position Change from previous year
Argentina 23 20 +3 19 +1 14 +5
Brazil 9 9 0 6 +3 9 -3
Chile 9 5 +4 3 +2 4 -1
Mexico 10 10 0 12 -2 15 -3
Peru 16 12 +4 11 +1 3 +8