Burrows Paper Corporation is a specialty paper company that manufactures papers used in foodservice, packaging, medical, pharmaceutical, and labeling applications. The company, headquartered in Little Falls, New York, operates three paper mills in New York with capacity to produce ~57,000 tons annually.
Trilarity was engaged by Burrows Paper 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.