Keeping our Customers Satisfied

The basis of our operations and the key to our success is our level of customer satisfaction. Borealis makes significant efforts to continually improve its products and services.

Borealis' commitment to quality leadership has been reinforced by the creation of our quality policy that has been implemented company-wide. The policy stipulates that:

• Borealis is an integrated supplier of polyolefins.
• At Borealis, quality is the responsibility of all employees.
• We consistently meet the expectations of our customers aiming to do things right the first time.
• We are committed to continuous improvement of our performance.
• We establish clear performance goals and monitor the results.
• We are fit, fast and flexible, seeking smart and simple solutions to fulfill our customers’ needs. 

In order to measure the level of our customer satisfaction, we regularly conduct customer surveys and participate in independent benchmarking studies. The surveys are valuable sources of information as they show what is important to our customers and suggest where and what we need to improve.  We have learned through these surveys that the deliverables of our basic product and services are what matters most to our customers.

The surveys also reveal that what a customer values most is:

• Consistent products
• Reliable order and delivery processes
• Prompt response to customer complaints
• Correct what has gone wrong

Bridging the gap between our operations and our customers 

For each product, Borealis has assigned a dedicated Product Owner who:

• acts as the customers' voice to our manufacturing plants,
• communicates market requirements,
• secures that specifications and controls are established.

The product owners continuously review product performance through the use of statistical methods (Cp / Cpk) and propose improvements.

The results of these performance reviews, as well as proposed imporvements, are discussed and decided in cross functional Customer Support Teams (CST). CSTs are established in each manufacturing plant and consist of key players along the supply chain. The teams have clear improvement targets and projects that are monitored carefully. Specific problems are also addressed by these teams as they play a key role in handling customer complaints.

Complaint handling time has been consistently improved over the last years. Our main target, however, is to reduce the number of defects that lead to complaints. We see each complaint as an opportunity to learn and implement lasting corrective actions.