Customer Satisfaction

Our marketing department encompasses a dedicated division known as Customer Relationship Management (CRM), which focuses on several key responsibilities, including efficiently resolving customer complaints, providing prompt responses to technical inquiries pertaining to all Qatar Steel’s products, conducting regular Customer Satisfaction Surveys across all markets, keeping customers informed about the latest products and certifications offered by Qatar Steel, and conducting regular visits to customers, including traders, consultants, contractors, and officials, to ensure their utmost satisfaction.

Furthermore, the CRM team actively identifies new service attributes that have the potential to provide a competitive advantage for the organisation. By consistently addressing customer concerns, maintaining open lines
of communication, and staying updated on customer needs, the CRM section plays a pivotal role in fostering positive relationships and enhancing customer satisfaction. An essential milestone in our customer engagement strategy is our Annual Customer Satisfaction Survey. This survey assesses various dimensions, including product quality and timely response to queries, among others. The exceptional rating resulting from our 2022 Customer Satisfaction Survey is the result of our efforts to enhance delivery speed, order fulfilment, and the ratio of long-term to short term orders.

Qatar Steel’s objective is to attain a minimum average score of 4 in Customer Satisfaction, and we successfully accomplished this in 2022. However, in comparison to the previous year, we experienced a slight decline in our score, dropping from 4.5 to 4.17. This decrease was primarily attributed to low ratings from three customers concerning our pricing, which adhered to the company policy. Nonetheless, we promptly addressed these concerns by
visiting the customers and reporting their feedback to the management team.

In 2022, we received and successfully resolved six customer complaints, in alignment with 2021’s performance. Our Quality Assurance and Sales and Marketing departments collaborated with other internal teams to diligently investigate the root causes of issues and implement effective corrective and preventive actions, to reduce customer
complaints.