PJSC Severstal conducted a customer survey based on the results of the fourth quarter of 2018, following which the consumer satisfaction index (NPS) increased to 58%, having increased by 10 percentage points. in relation to the fourth quarter of 2017. This is the highest indicator for the entire period of such research since the beginning of 2016.
Satisfaction with the quality of Severstal's products reached an absolute maximum, which amounted to 92%, an increase of 4 pp. to the third quarter of 2018.
By 11 pp. customer service satisfaction also increased, amounting to 87%, which is also the highest value for the entire period of the survey. Satisfaction with the delivery discipline remained at the level of the third quarter of 2018 - 53%.
“This is a very high assessment of our work, but we do not intend to stop at what has been achieved. In 2019, we focus on improving the customer experience, providing customers with individual solutions, using the capabilities of our distribution network and the entire Severstal company. We will continue to proactively improve the quality of our products, offer consumers new types of products, improve services, both online and offline, in order to become a first choice company for our customers, "said Alexander Shevelev, General Director of Severstal.
According to the survey results, consumers noted a deeper study of technical requirements and only a few cases of non-compliance of product quality with the stated requirements.
Supply discipline remains the main area for improvement. Therefore, this year, work will continue to stabilize production processes in the company and improve the system. planning, initiatives will be implemented for additional service and information services for clients.
