Listening closely to our customers to continue improving in a changing newsprint market

2026 Customer Satisfaction Survey

Against the backdrop of a newsprint market undergoing profound transformation, we conducted a new satisfaction survey among our European newsprint customers during the first quarter of 2026.

Carried out through an online questionnaire, the survey forms part of our ongoing commitment to listening to and engaging with our customers, which is essential to continuously adapting our practices and priorities.

Conducted between February and March 2026, the survey achieved a significant response rate, reflecting our customers’ willingness to share constructive feedback. Respondents represented a broad range of countries, purchasing volumes and customer profiles, providing an accurate picture of our activities across the newsprint market.

On 17 June 2026

Written by

Cyrielle

Responsable communication

Strong results in a demanding market

norske skog golbey news english Norske Skog Golbey Customer Satisfaction 91

With an overall satisfaction rate of 91%, the survey confirms that customers continue to have a positive view of our company.

Although some indicators were slightly lower than in the 2023 survey, this level of satisfaction remains strong in a market where customer expectations are evolving rapidly and operational requirements are becoming increasingly demanding.

These results highlight the importance of consolidating our fundamentals while continuing our efforts to respond even more effectively to the expectations expressed by our customers.

Long-term relationships confirmed by strong customer loyalty

Above all, the results of the 2026 survey demonstrate a very high level of customer loyalty: more than 80% of respondents now consider themselves loyal customers, representing a clear increase compared with the previous survey.

This indicator reflects long-standing relationships built on trust and continuity in our partnerships.

norske skog golbey news english Norske Skog Golbey Customer Satisfaction Sustainability actions

Recognition of our environmental commitments

The results of the 2026 survey are particularly clear when it comes to sustainability.

Among respondents:

99% are satisfied with our overall Corporate Social Responsibility approach;
100% are satisfied with our environmental approach;
100% support our actions to reduce our carbon footprint;
100% approve of our initiatives to improve energy efficiency.

This near-unanimous level of approval sends a strong message. It confirms that our environmental commitments are not perceived simply as a matter of communication, but as a tangible operational reality recognised by those who work with us every day.

In an industrial sector where environmental credibility is subject to increasing scrutiny from customers, partners and regulators, these results represent a genuine competitive advantage, as well as a responsibility that we take seriously.

This survey is a key tool in guiding our priorities. The insights gathered provide a solid basis for action. Improvement plans are currently being developed, both at market level and directly with individual customers, to address the expectations expressed in a targeted and pragmatic manner.

Our ambition remains unchanged: to make lasting progress alongside our customers through partnership, attentive listening and responsibility.

We will continue to measure customer satisfaction regularly, as we firmly believe that transparency and continuous improvement are essential to long-term success.