AAK sustainability report 2018

23 At AAK, we put customers first and that is why “Our Customers” is the first pillar in our model for sustainable growth. Through our unique co-development approach, we are very close to our customers’ businesses, and therefore we have a singular understanding of our customers’ needs and what role we can play to meet them. In 2018, we saw an even bigger increase in the demand for highly sustainable solutions. An increasing part of the dialogue with our customers was therefore focused on developing the right solutions with the right sustainability standards for their specific needs. This was especially the case for the global consumer goods companies as well as our European and North American customers. In 2018, AAK conducted a global customer survey to assess whether we live up to our promise of being our customers’ first choice for value-adding vegetable oil solutions, and to create lasting value for our customers. More than 2,000 contacts were invited to participate in the survey. The response rate was high and the input The partner for the right sustainable solution Customer survey – We listen, we care, we act! The key topics were our responsible sourcing practices for our many raw materials, and the different solutions that we provide. As a multi-oil company, we have been approached for solutions beyond palm oil, especially for the European market. From a sustainability perspective it has proven important that we fully understand the needs and focus areas so we can guide our customers to the right solution, regardless if it’s palm or non-palm based. Our aim is to support our customers in safeguarding their brands and in making the best possible sustain- ability choices. Therefore, we have put a lot of effort into ensuring that our Sales Managers and Customer Innovation Managers can be good sparring partners for our customers. This has been done through training, has provided us with key insights as to what we should do to further improve our abilities to deliver upon our customers’ expectations. A concrete action plan has been put into place across business areas, regions, segments, customer company groups and customers. identifying champions in the organization to support them, and providing the right materials and tools to help them identify or develop the best solutions. Our many Customer Innovation Centers globally have also played a key role in ensuring that the solutions are right both from a sustainability point of view and with regards to the right functionalities for our customers’ applications. Anne Mette Olesen Chief Marketing Officer In early 2020, we will re-engage with our customers with a follow-up survey to assess whether and to what extent we as a company have improved our customers’ experience with AAK.