MM digital: Customer survey reveals high level of satisfaction
17.04.2019 - Innovations / Investments, Company / Mills
Accelerating business processes and making them more efficient – a year ago, we launched our sales and service channel MM digital, intending to use the potential of digitalisation to revolutionise the daily business activities of our customers in the packaging industry. Have we kept that promise?
High satisfaction and recommendation rate
We decided that the one-year mark was a fitting occasion to analyse our customers’ satisfaction with the new digital sales and service channel. We invited several hundred users of the platform to evaluate MM digital in an online survey, and to give us their ideas for further development of the channel. Our focus was on the usability and efficiency of the platform and the smooth processing of business activities in daily operation. Overall, our customers were very satisfied and compared the usefulness and ease of use of the platform with that of wellknown B2C platforms like Amazon or Zalando:
- 91 % rated MM digital as easy to use.
- 90 % rated the platform as useful and convenient for their daily work.
- 86 % would recommend it to a colleague.
“Once active, they stay active.” – Once users have discovered the benefits of MM digital, they don’t want to go without this innovative option for handling business processes. The survey respondents particularly emphasised:
- enormous time savings in daily work
- speed of transactions and instant feedback
- ease of use
- comprehensive overview including historical data
- quick access to real-time information
The positive response we received is our motivation to continue to optimise MM digital and thereby further improve our services. We take our customers’ suggestions for improvement seriously and work on making our platform even more outstanding: As many customers requested, we are currently developing a special section for Stock Sales & Special Offers with special deals on sideruns and stocklots at particularly favourable conditions. The Statistics and Reporting area, where users can interactively analyse transactions with MM Board & Paper, will also be expanded by new functions.
”Thanks to direct customer feedback, we know which areas of MM digital have already been met with a high level of customer satisfaction and where we may still find potential for extensions or optimisation. This is important to keep our digital products and services on the cutting edge of technology and usability for our customers. We continuously develop MM digital for their benefit,” says Christian Neumann, Head of Group Digital Business. If you have any suggestions for further improvement, we look forward to receiving your personal message (MMdigital@mm.group).