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9.
Partnership & Prosperity
Customer satisfaction
Customers are characterized by reseller customers and end users who purchase industrial bags and reels such as product packaging (52% turnover) and shopping bags for retail (48%).
Customer satisfaction, which has always been a central element in our value proposition, has taken on a strategic role in recent years.
Since June 2021, a new KPI, the Net Promoter Score (NPS), which accompanies the annual customer satisfaction questionnaire, has been introduced with the aim of constantly monitoring performance in relation to customer satisfaction.
Every month, a customers’ willingness to recommend a company to a friend, acquaintance or partner is measured through a short single question survey, obtaining important information on their level of loyalty. Through the survey, the “promoters”, the “passives” and the “detractors” are therefore identified.
The parameters defined through the comments, and on which Postumia’s follow-ups and action plans are based upon, are service, product, relationship and price.
The worst possible score, i.e. the one that would be obtained if all customers were detractors, corresponds to -100. The best is 100. In real life, these two scores are highly unlikely.
At Cartotecnica Postumia we established that the indicator is considered positive if the percentage of promoters is equal to or greater than 70. In 2022 our indicator was 63 (with peaks of 82 in June).. It was very important for us to monitor the NPS during 2022, a year in which major critical issues were recorded such as:
▶ Reduced supply and high costs in the commodity market
▶ High energy costs
▶ Unpredictable increase in demand especially in some months of the year.
Despite the failure to reach the target, customer comments appreciated the support we were able to provide, especially in terms of relationships and service, the only variables available to make the difference and make customers feel cared for and at the centre of every strategic choice, given all external factors.
For our clients, material topics are evenly distributed between environmental, governance and social topics. Below is a summary
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