Note 3: Customer service


We monitor our service reliability in terms of timely delivery to the customer’s premises, aiming to be consistently higher than 95%. In 2017, service performance was 96%.

Delivery Efficiency Index

in %
Customer service – Delivery Efficiency Index (bar chart)


Satisfactory handling of customer complaints is an integral part of our quality system. Measures include response times and use of social media. In Decorative Paints, we launched a new cloud-based solution which is integrated with our customer relationship management (CRM) system, increasing response speed and quality.


Business change is driven by a deeper understanding of customer needs obtained through market research, customer discussions, focus groups and targeted surveys. Results are integrated into the CRM system.