Nova Chemicals Corporation announced that it has received the PE Customer Value & Loyalty Benchmarking Award, taking first place for quality and overall performance in the 2025 Polyethylene (PE) Customer Value and Loyalty survey. This independent survey, conducted every two years by Mastio & Company, assesses polyethylene suppliers based on feedback from users across the plastics industry. In the latest edition, more than 100 customers were surveyed and a total of 320 observations were collected.
The Mastio survey focuses on criteria that are key for polyethylene buyers, such as quality, service, delivery reliability, communication, technical competence and ease of doing business with the supplier. The results are comparative and are used to evaluate the overall value that individual PE producers provide to industrial users. In the 17th edition of the survey, conducted from late August to November 2025, Nova Chemicals achieved the highest scores in the categories of quality and overall performance.
Debra van Holst, global head of customer experience at Nova Chemicals, highlighted the significance of the recognition for the company and its employees. "We are proud of this recognition, as it serves as a true testament to our employees' commitment, hard work, and focus on delivering a superior customer experience. For the past 50 years, we have focused on innovation, advancing plastics technology and creating value for our customers, employees and communities. We are grateful for the partnerships, loyalty and trust our customers have come to expect from us every day."
Highest NPS score among polyethylene suppliers
In addition to first place in quality and overall performance, Nova Chemicals also achieved the highest Net Promoter Score of 72.1%. NPS is a loyalty indicator that describes the likelihood of customers recommending the supplier. This is the first time that Nova Chemicals has simultaneously achieved the highest overall position in the ranking and received the benchmarking award in Mastio's PE customer value and loyalty study.
Within the survey, customers evaluated suppliers against 39 critical performance attributes. These included reliability, consistency of product parameters, quality of service, technical communication and the overall value of the offer in comparison with competitors. The results showed that Nova Chemicals stood out from other polyethylene producers, which translated into the top position in the ranking.
Mastio & Company's assessment: quality and customer loyalty
Kevin Huntsman, president of Mastio & Company, underlined the importance of the independent nature of the study and its basis in direct feedback from polyethylene resin buyers. "The Mastio Quality Award is determined entirely by independent research conducted directly with polyethylene resin buyers. Based on customer evaluations across 39 critical performance attributes, Nova Chemicals distinguished itself as the top performer and was selected as the number 1 overall PE resin supplier for quality in the 2025 Mastio Polyethylene Customer Value & Loyalty Study. Nova also demonstrated exceptional customer loyalty and differentiation, consistently earning high marks for reliability, product consistency, and overall value compared to its peers."
The results of the Mastio survey are relevant for participants in the plastics market, particularly for polyethylene users in the production of packaging, films, pipes and technical products. The supplier ranking, based on an extensive set of quality and loyalty indicators, enables end users to compare the level of service and parameters offered by individual PE resin producers. For companies operating in plastics processing, the results of such studies can be one of the criteria for selecting raw material partners and shaping long-term relationships with suppliers.
