Unlocking Customer Insights for Continuous Improvements

For many years, Nolato has prioritized conducting a yearly customer survey to enhance the company’s overall performance and operations, and to ensure long-term satisfactory customer relationships. The customer survey is sent out each year to the majority (by value) of Nolato’s customers across business areas worldwide. While the survey has a simple format and is of both quantitative and qualitative nature, it generates solid, tangible and useful insights, which is of great value both for Nolato and its customers.  

Once the surveys are completed, the collected data and feedback are thoroughly organized and analyzed for internal review and evaluation, which ultimately results in action points to be carried out by the respective responsible managing director. Furthermore, the customer survey plays a crucial part in conducting management reviews at an executive level, helping to critically audit the organization’s processes and performance. Since Nolato has had a long-standing commitment to doing customer surveys, there is a trendline with track record and internal benchmarking framework that allows the company to observe development, recognize areas of progress and success as well as pinpoint areas of challenges and determine where additional focus and resources are needed. 

Glenn Svedberg, Group Sustainability & Technology Director, Nolato Group

“In 2024, we also investigated our customers’ need on sustainability issues to understand where we as a company best can support our customers in their sustainability journey. In this regard, it was emphasized that Nolato across our global business plays a crucial role in supporting customers with sustainable manufacturing and product design, including eco-design. They also pointed out that they value a proactive approach where Nolato can come up with proposals on how to reduce the CO2 footprint of a product,” says Glenn Svedberg, Group Sustainability & Technology Director, Nolato Group. 

As a customer-centric company with a highly decentralized management approach, each of the local Nolato teams and sites is empowered to tailor solutions to meet the customers’ needs. Action points derived from the customer surveys are implemented at the respective local Nolato company and follow-ups are conducted to ensure that progress and initiatives are felt by customers. Moreover, the customer survey serves as a tool to ensure that any gaps or discrepancies between Nolato’s aimed company culture and services with how customers perceive and experience the company are identified. 

Christer Wahlquist, CEO, Nolato Group


“Having the customer survey is of great value, it allows us to detect things that need our attention, provides us with actionable insights and gives us reinforcement that we are on the right path in various aspects of our business. We very much appreciate our customers' participation and continued engagement,” says Christer Wahlquist, CEO, Nolato Group.