Occupational health and safety Anti-corruption Responsible Customer relations Community procurement involvement Environment 25 and development heir representa- am members as tomer’s needs are amme”, key clients ve from executive he opportunity to gement, further lity ves corporations mands differ from ness-to-business equirements and ate. Therefore, the ate developments r example, materi- velop its products ustomer expecta- By taking on social g its sustainability ER contributes to s customers and e partner beyond uct quality. abelling tion and labelling HNER to effective- mers, as well as to nts. The company g compliance with uch as REACH and Impacts due to Covid-19 pandemic The pandemic has greatly impacted direct customer relationships, impeding the majority of networking and face-to-face interactions. Most sales meetings had to be conducted via phone or video calls in 2020, almost eliminat- ing non-business topics that are important to maintain close relationships. Access to new business and customers has also been ham- pered and establishing new relationships was a challenge. On the other hand, in markets where HUBER+SUHNER has already been well represented, relationships could be easily main- tained or even strengthened. Measuring customer satisfaction HUBER+SUHNER already collects multiple data points to measure cus- –15 % tomer satisfaction. How- average time to ever, the company aims closure of a customer at developing a data col- complaint lection and evaluation process to obtain customer feedback directly at the point of contact when the experience is most recent and relevant. Launched in 2021, the “Customer Experience” project evaluates client touchpoints to define and measure suitable key performance indicators to track customer satisfaction, enabling continuous improvement. The company already measures the average number of days until a customer complaint is closed. In 2020, this duration decreased by 15 % compared to 2019. HUBER+SUHNER Sustainability report 2020
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