Customer Engagement is our key strength and an important part of our sustainability strategy. There are various communication channels available to collaborate, and listen to the advice of our customers, as well as better understanding their needs. The channels include regular interactions through meetings, tele-conferences by respective executives, senior management, including our CEOs and Group CEO, and our Annual Customer Satisfaction Survey.

Customer Satisfaction and Customer Retention

The Customer Satisfaction Survey enables us to understand our customers’ needs and their satisfaction with our products. This, in turn, helps us to foresee our customers’ future plans. In 2017, the Customer Satisfaction Index maintained a consistently high level at 85.46%, even though the number of responses from our global operations was higher than in 2016.

Overall average Customer Satisfaction Index (CSI) scores:

Business Segment 2016 CSI Result 2017 CSI Target 2017 CSI Result 2018 CSI Target
Fibers 82.55% Equal to or better than the 2016 Satisfaction Index 83.66% Equal to or better than the 2017 Satisfaction Index
PET 84.73% 83.49%
Feedstock 87.64% 87.72%
Wool 86.39% 85.29%
Packaging 80.40% 82.68%
IVL Overall 85.60% 85.46%

Overall average scores of the Customer Retention Rate (CRR) by percentage of total revenues:

Business Segment 2016 CRR Result 2017 CRR Target 2017 CRR Result 2018 CRR Target
Fibers 72% ≥73% 91% ≥91%
PET 97% ≥94% 96% ≥94%
Feedstock 97% ≥80% 70% ≥80%
Wool 90% ≥85% 83% ≥85%
Packaging 95% ≥95% 95% ≥95%
IVL Overal 93% ≥85% 90% ≥90%
Note: CRR by Revenue, and in 2017, Fibers business CRR is calculated based on Key Customers in line with other businesses.