Customer Satisfaction

Qatar Steel Sales & Marketing department includes a dedicated Customer Relationship Management (CRM) section, whose responsibilities include efficiently resolving customer complaints, providing prompt responses to technical inquiries about all of Qatar Steel’s products, conducting regular Customer Satisfaction Surveys across all markets, and keeping customers informed about the latest products and certifications offered by Qatar Steel. In addition, the CRM conducts regular visits to customers, including traders, consultants, contractors, and officials, to ensure their awareness of Qatar Steel products/services as well as satisfaction of those having business with Qatar Steel.

The CRM team leverages their interactions with stakeholders to identify opportunities for enhancing products and services, strengthening our competitive advantage. By consistently addressing customer concerns, maintaining open lines of communication, and staying updated on customer requirements, the CRM division 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 2023 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.

The Quality & Sustainability department assists the Sales & Marketing department’s CRM team in the resolution of customer complaints. We are proud of our complaint track record, having received zero complaints related to customer privacy over the last three years. This includes no complaints related to breaches of customer privacy as well as no identified loss, theft, or leaks of customer data.

In 2023, Qatar Steel received 26 customer complaints which were all successfully resolved following root cause analysis with corrective and preventive action. Overall customer rating on performance was 4.35 out of 5, with consistency in product quality scoring the highest rating in comparison to other attributes.