Pulp News

Resolute enhances reputation as supplier of choice in Forest Products Industry

The company’s goal is to continuously improve customer satisfaction levels for flexibility, quality and service

Resolute Forest Products 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.

According to the company, their 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,” they comment on their website.

The company also shared some highlights of its GRI-compliant 2020 sustainability reporting. Resolute’s customer service KPIs help them get to the root cause of a customer service problem or quality issue.

Their KPIs measure product consistency, overall customer satisfaction, quality claims, mill transit claims, changes in year-over-year claims and timely communication.

Their customers’ priorities are assessed every three years through their stakeholder engagement surveys to better understand the sustainability issues important to them. The company also proactively engage with their customers regarding product stewardship and sustainability requests – in 2020, they 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,” the company stated.

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