Twin Rivers Paper Company (“Twin Rivers”) is an integrated specialty paper company that manufactures packaging, label, and publishing papers. The company operates paper mills in Madawaska, Maine, and Edmundston, New Brunswick. Twin Rivers also operates a lumber sawmill located in Plaster Rock, New Brunswick.
Ameridan was engaged by Twin Rivers to conduct a Voice of the Customer project. The project involved interviewing many of the company’s end customers and channel partners to generate a baseline measurement of key customer satisfaction metrics that could be monitored over time. In addition, the project uncovered revenue-generating intelligence and key insights which informed investment decisions regarding service capabilities and new product development.