Worthy – We are valued for our level of quality. And it’s not just about our products.
It’s not just about our products, it’s also about our customer service spirit.
It is natural to evaluate a company’s performance through the products it manufactures. And even if product quality is prime, service is becoming increasingly important. We have paid a lot of attention to both and we feel that we have succeeded in that, but we can always improve as well.
Product quality
The quality control of our products takes place in three different stages. The first quality inspection is performed on incoming sawn timber to ensure that the quality of the raw material meets our needs. Lunawood has a quality document that defines the quality requirements for raw materials for sawmills. There are two stages in the inspection of sawn timber: the inspection when raw material is received and inspection of the quality of the raw material before it is transferred to sticking and stacking. All inspections are documented in writing with pictures. Particular attention is paid to the general appearance of the raw material and possible anomalies.
Lunawood produces trademarked Thermal Wood products through a patented and annually inspected process. After the thermal modification, we take 10 samples from each thermally modified batch. We check in our own laboratories in Iisalmi and Kaskinen that after the thermally modification the product meets the quality requirements set by International ThermoWood Association and we can be sure of the product’s technical quality. The final moisture content, dimension, cracks and color are monitored. Our production process is audited three times a year by an external auditor. The test results of our own quality control are also audited twice a year by an external auditor.
The final stage of quality control is carried out on the planed product, which is also subject to weekly random checks to check the uniformity of the sorting of the planing products.
Product quality has been a key success factor throughout Lunawood’s journey. Quality monitoring is continuous and internal audits review the implementation of the audit on a quarterly basis in accordance with the instructions. Although we have certain persons responsible for quality control, we are proud to say that Lunawood employees are united by a qualitative vision and interest in high quality. We all want to make sure that the end user always gets a quality product when they buy Lunawood.
The final stage of quality control is carried out on the planed product, which is also subject to weekly random checks to check the uniformity of the sorting of the planing products.
Product quality has been a key success factor throughout Lunawood’s journey. Quality monitoring is continuous and internal audits review the implementation of the audit on a quarterly basis in accordance with the instructions. Although we have certain persons responsible for quality control, we are proud to say that Lunawood employees are united by a qualitative vision and interest in high quality. We all want to make sure that the end user always gets a quality product when they buy Lunawood.
Customer satisfaction – NPS 58
Our latest Customer Satisfaction Study was conducted by Taloustutkimus Oy in September-October 2020. In total 56 current customers of Lunawood were interviewed by Internet in 32 countries.
The Net Promoter Score (NPS) of Lunawood is 58. It was an outstanding level and we are proud that our Partners experience that we do right things in the right way. This amazing score encourages us to proceed on that path we have selected.
Lunawood’s Customer Satisfaction Index (CSI) as the supplier is 70 and the CSI score of customer contact(s) is even better, 75. Our Partners appreciated especially our Marketing service and support, product offering and training that they have received.
We have one clear area of development: managing and processing of claim and deviations. These were resolutely taken for development, and new practices are already in place.
