Industrial Customer Satisfaction 2024: “Plenty of Proof – and We’re Still Improving”

Customer satisfaction among Soilfood’s industrial clients has reached the highest level in our history!

– We’ve invested in customer satisfaction for years. Our highest-ever Net Promoter Score (NPS) of 65 proves we’ve succeeded. The most significant factors driving recommendations are operational performance, reliability as a partner, and delivering on promises made at the time of sale, says Sonja Ahvenainen, Director of Industrial Services and Raw Material Procurement.

These results come from a customer satisfaction survey conducted by Innolink, which has been measuring feedback since 2018.

– As many as 90% of our customers feel that our collaboration supports their own business operations. Moreover, every respondent agreed that working with Soilfood supports their sustainability goals either well or very well. Customers describe Soilfood as a reliable, flexible, knowledgeable, proactive, and responsible partner, Ahvenainen continues.

Particular praise was given to the professionalism and flexibility of Soilfood’s contact persons, as well as their ability to handle challenges and changes, and for maintaining proactive communication.

– A big thank you goes to our skilled Soilfood team for making this success possible. And thank you to our customers for smooth collaboration and for trusting us with their side stream management needs.

An Innovative Partner

A full 75% of customers see Soilfood as a developer of new and innovative solutions — and not a single respondent felt we lacked commitment to innovation.

– The change compared to last year is remarkable. Over the past couple of years, we’ve introduced new products to the market, including Newera recycled lime for industry and Wälly bedding fiber for livestock facilities, Ahvenainen summarizes.

Soilfood’s innovation efforts are focused on ensuring that side stream utilization solutions remain competitive in the future.

– The survey shows that our customers truly value our development work, with many describing it as meaningful. Our operations are clearly evolving, and there’s already a strong track record of successful solution development in side stream utilization.