Markets served by Suzano

Suzano is a worldwide leader in short-fiber pulp, maintaining a strong presence across all its markets. Recently, we rebranded our pulp as Suzano Biopulp to highlight its natural, renewable origins from eucalyptus. Suzano Biopulp keeps evolving to address global challenges sustainably and innovatively.

In 2025, the company’s pulp sales reached 12.4 million tons, supplying around 250 customers globally. Most of this volume was sold to tissue paper manufacturers, with lesser amounts to specialty, printing, writing, and packaging papers. Regionally, sales were primarily concentrated in Asia and Oceania, followed by EMEA, and then the Americas. 

In the fluff pulp segment, we supply markets for incontinence products, baby diapers, feminine hygiene products, airlaid, medical pads, and pet mats. While there are other potential uses, like construction and the food industry, our main business focus remains on disposable sanitary absorbent products. Our customers are mainly based in Brazil, China, Europe, Japan, Mexico, and the Middle East. We serve both local and international companies within the disposable sanitary absorbent products industry.

Our paper products cater to a highly diverse customer base, including notebook and promotional material producers, as well as high-end packaging and art book manufacturers. We serve markets across Brazil, South, Central, and North America, along with other regions on a smaller scale. 

For paperboard, we operate mainly within the key segments of the paper value chain (publishing, promotional, distribution, and conversion), with a focus on the packaging sector, including cartridges, straps, delivery materials, envelopes, and more. In recent years, we have also expanded into the disposable cup market with the Bluecup product line. Suzano’s sales primarily target printers, converters, and distributors, but we also strengthen our relationships with brand owners through joint initiatives and projects. It is important to note that Suzano does not directly supply inputs to the tobacco industry, such as converters or brand owners, and instead concentrates on segments that align with the company’s core values.

In the uncoated paper market, the company covers key segments of the paper industry, such as the publishing sector—which includes educational materials like teaching systems and textbooks—and non-educational items like books sold in large bookstores and online marketplaces. It also serves markets for notebooks, promotional items, and packaging. Additionally, Suzano distributes paper to smaller customers, directly supporting small and micro retail channels.

Suzano's uncoated product sales include single-use segments and packaging items like retail bags, straws, and cardboard. Another major market is cutsize paper, which is part of our printing and writing papers portfolio. With a wide range of brands, formats, and weights, we provide high-quality, durable paper that delivers excellent performance. This supports our customers worldwide, especially through our premium Report brand, both within Brazil and internationally.

Our client portfolio encompasses corporate markets, stationery stores, self-service retailers, copy shops, distributors, government tenders, and end consumers. They can rely on the premium Report paper line as well as the Senninha children’s line, which is perfect for coloring and cutting out.

In the coated paper market, we provide top-quality options for making magazines, catalogs, promotional and editorial materials, inserts, art books, and photography books. Our papers are crafted with the perfect balance of fiber and coating, which enhances printability and body. Consequently, we can deliver printed materials that are more durable, visually appealing, high in quality, and have richer colors.

Suzano is the sole coated paper producer in the country, serving key segments of the paper industry such as promotional, distribution, educational publishing, non-educational publishing, notebooks, and packaging. It mainly supplies the domestic market and Latin America.

The company operates in the consumer goods sector, primarily within the tissue segment, which includes categories like toilet paper, facial tissues, napkins, and paper towels. Final products are produced at seven industrial facilities, each equipped with specialized configurations and machinery tailored to specific categories. These facilities are located in Belém (PA), Imperatriz (MA), Maracanaú (CE), Mucuri (BA), Mogi das Cruzes (SP), Cachoeiro de Itapemirim (ES)—a plant opened in 2021 to enhance service and support increasing demand from Southeast markets—and Aracruz (ES), whose new plant, expected to be completed in 2025, aims to expand service capacity and meet the rising demand in the Southeast Tissue market. 

Customer satisfaction

1. Pulp & Fluff

In 2025, the Pulp & Fluff Customer Experience Journey (Pulp & Fluff CX Journey) advanced by emphasizing global consistency, digitalization, and predictive insights. After a notable increase in the Net Promoter Score (NPS) in 2024, the focus shifted to maintaining this achievement, expanding the program into international markets, and fostering a customer-focused culture across the pulp supply chain. These efforts led to significant progress and strengthened our competitive position. Besides the annual NPS surveys conducted via email with customers from the past year, we employ other feedback tools, such as the quarterly Customer Satisfaction Score (CSAT) survey, which gathers insights from customers involved in logistics interactions with Suzano to evaluate satisfaction with our processes.

Based on the analysis of the results, we created internal improvement projects aimed at enhancing customer experience and making the purchasing and relationship process more efficient. Our ongoing commitment is to build trust, create shared value, and support the sector’s sustainable competitiveness.

1. Paper

In 2025, the Paper and Packaging Unit (UNPE) conducted satisfaction surveys through a specialized company, engaging customers via email and telephone with internally validated questionnaires. 

These surveys aim to gauge customers’ perceptions of their relationship with the unit and its key processes. The analysis uses indicators such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score), with NPS being the focus. The NPS measures how likely customers are to recommend the unit on a scale from -100 to +100, dividing results into four zones: Critical, Improvement, Quality, and Excellence.

Throughout 2025, monthly surveys were carried out with active customers—those who made purchases each month. We also added WhatsApp as a new feedback channel to boost engagement and stay connected on platforms our customers use most.

NPS results in 2025 demonstrated a notable rise, placing the organization in the excellence zone. Enhanced survey engagement was achieved through strategic communication and governance efforts. As a result, improvement projects were launched, addressing areas including e-commerce, logistics, finance, customer support, and sales services.

Suzano has also introduced a Customer Experience Ambassador Program, reinforced through training and projects to ensure the customer’s voice informs the organization’s employees. In 2026, we will keep monitoring these indicators to focus on ongoing improvement and better service for our customers.

1. Consumer Goods

Surveys are conducted with consumers to help develop new brands and products. The results remain confidential.