Customer Experience
Customer Experience
We approach customer experience not merely as a service objective, but as shared value embedded across product design, manufacturing, and delivery.
At FPS, building strong and long-term relationships with our customers is central to our ambition to be a reliable, responsible, and future-ready partner. Safety, quality, and regulatory compliance are fundamental to our business, and customer trust is built through consistent performance, transparency, responsiveness, and continuous improvement. We approach customer experience not merely as a service objective, but as shared value embedded across product design, manufacturing, and delivery. Our aim is to exceed expectations by providing safe, high-quality, and sustainable packaging solutions that respond to evolving customer needs and regulatory requirements across all markets we serve.
FPS’s customer experience approach is structured around three core pillars: product quality, customer satisfaction, and regulatory compliance. This framework is applied consistently across all sites and guides how we create value and build trust with our customers. In line with internationally recognized standards such as BRCGS Packaging Materials and ISO 9001, FPS also supports customers in meeting the requirements of the EU Packaging and Packaging Waste Regulation (PPWR) through dedicated technical expertise and product-focused solutions.
Specifically, FPS supports customers on PPWR requirements related to reuse, recyclability, labeling, and post-consumer recycled (PCR) content. This includes designing packaging solutions that enable reuse and reconditioning, optimizing materials and structures to improve recyclability, supporting compliant labeling and information requirements, and advancing the integration of recycled and certified materials where technically and regulatory feasible. Through this technical and regulatory support, FPS helps customers manage compliance risks while advancing their circularity and sustainability objectives.
Customer and stakeholder engagement is maintained through audits, surveys, and structured feedback channels to ensure transparency, shared accountability, and continuous improvement.
Oversight of customer experience and quality performance is provided by the CEO, while relevant policies and requirements are communicated across all functions through training programs, internal communication channels, and the FPS website. By going beyond minimum legal compliance, FPS reinforces its commitment to proactive quality assurance, employee safety, and customer-centric innovation.
Managing Customer-Related Impacts, Risks, and Opportunities
While our products are primarily business-to-business, we recognize that product safety and quality issues, such as material contamination, can pose risks, especially in sensitive applications like infant formula or pharmaceutical packaging.
Although such incidents are rare and not systemic, FPS maintains a robust risk management framework that includes supplier audits, material inspections, and in-process quality controls to prevent and mitigate potential harm.
Customer safety is a top priority. All FPS sites deliver mandatory safety and quality training, and potential risks are managed through strict hazard and risk management procedures.
For each identified risk within this process, specific control measures are defined to minimize the impact, and the effectiveness of these measures is audited at regular intervals. These measures ensure our products remain safe and reliable across all applications.
On the positive side, our operations create strong value for customers through innovation in materials, packaging design, and sustainable practices such as FlexiGreen and Rebu initiatives. These initiatives enhance the environmental profile of our products while meeting customers’ sustainability expectations. Our experienced teams and broad supply chain capabilities also enable us to deliver reliable, responsive service across regions.
All FPS sites deliver mandatory safety and quality training, and potential risks are managed through strict hazard and risk management procedures.
Actions and Initiatives
FPS implements a range of operational measures to ensure consistent delivery of high-quality products and a reliable customer experience across all sites. These include structured customer audit programs, regular internal and external quality audits, and site-level readiness practices to ensure successful audit outcomes and full compliance with customer and regulatory requirements.
Dedicated account management and technical support teams work closely with customers to address specifications, resolve issues promptly, and ensure alignment on quality and sustainability expectations. In addition, standardized quality control procedures, incoming material checks, and in-process inspections are applied across all facilities to maintain product consistency and safety. Continuous training programs for employees, along with cross-site knowledge sharing, further strengthen operational excellence. Through these actions, FPS ensures responsiveness, transparency, and reliability in its day-to-day interactions with customers while continuously improving performance.
“We believe strong partnerships are built on trust, quality, and a shared commitment to sustainability. By delivering safe, compliant, and future-ready packaging solutions, we grow together with our customers.”
Gönül Aslan
Global Director, Quality
Approval of SunStat 100-micron Permanent Antistatic Liner by FDA US Food & Drug Administration
FPS has officially received confirmation from the U.S. Food and Drug Administration (FDA) regarding the regulatory status of our SunStat 100-micron Permanent Antistatic Liner, produced at our FPS Türkiye plants.
FPS submitted the required technical documentation to the FDA for the liner used in the production of big bags supplied to Reckitt Benckiser and ByHeart in the USA. After a submission and review process of about 1.5 years, the FDA has determined that the components of this new liner are authorized for their intended use in contact with powdered infant formula.
This means that our big bags with the 100-micron Permanent Antistatic Liner, specifically designed and produced for the infant formula industry, can now be safely used in this highly sensitive application.
This achievement marks an important milestone for FPS, further strengthening our position as a trusted supplier to the infant nutrition industry. It also reflects the high standards we maintain in regulatory compliance, product safety, and innovation.
Customer Satisfaction Index (CSI) is reviewed monthly and shared with all colleagues, with a target of maintaining scores above 95%.
We track customer satisfaction through two key indicators: the Customer Satisfaction Index (CSI) and the Net Promoter Score (NPS). CSI is reviewed monthly and shared with all colleagues, with a target of maintaining scores above 95%.
Ensuring the health and safety of our customers is a top priority. We are proud to report that the total number of recall incidents across our products is zero. This KPI reflects our commitment to maintaining the highest standards of product safety and quality assurance.
109
Total number of customer complaints in 2025
109
Total number of customer complaints resolved in 2025
LEGAL DISCLAIMER
This Sustainability Report, reflecting FPS’ current sustainability initiatives and targets, has been developed based on information available at the time of preparation and is provided for informational purposes only as of the date of publication. This report contains statements regarding current expectations, objectives, plans, and future developments related to sustainability matters. Such statements are based on information, assumptions, and circumstances existing at the time of publication and may change over time due to evolving conditions and circumstances beyond the control of FPS. While FPS aims to present accurate and up-to-date information, no representation or warranty, express or implied, is made regarding the completeness, accuracy, or reliability of the information contained herein. Certain figures and data may be subject to rounding or future revision. Unless expressly stated otherwise, nothing in this report shall constitute a legally binding obligation, representation, warranty, or commitment by FPS. This report should be read together with FPS’ policies and applicable legal and regulatory requirements.