PRODUCT AND SERVICES Steel business forms 86 per cent of the companys turnover. Broadly, about 85..

PRODUCT AND SERVICES

Steel business forms 86 per cent of the companys turnover.
Broadly, about 85 per cent of its products are sold in the domestic market and
15 per cent exported. Steel product groups are delivered to customers through
direct supply channels and a network of hubs, stockyards and consignment
agents. A unique selling feature of products initiated by the company keeping
in mind the consumer, is the recommended consumer price arrived at with
retailers inputs and displayed at every retail shop. The company has installed
a toll-free customer care centrea major step forward

PRODUCT AND SERVICES

Steel business forms 86 per cent of the companys turnover.
Broadly, about 85 per cent of its products are sold in the domestic market and
15 per cent exported. Steel product groups are delivered to customers through
direct supply channels and a network of hubs, stockyards and consignment
agents. A unique selling feature of products initiated by the company keeping
in mind the consumer, is the recommended consumer price arrived at with
retailers inputs and displayed at every retail shop. The company has installed
a toll-free customer care centrea major step forwardboth for pre- and
post-sales services. In addition, three types of surveys gauge customer
satisfaction. One method is to measure satisfaction level segment-wise using
products and service attributes as parameters. House surveys are employed for
this purpose. The second tool is an annual IMRB survey conducted by the
Ministry of Steel, which is used for awarding the Prime Ministers trophy for
the best-integrated steel plant. It concentrates on the evolving needs of
customers and their potential to influence referrals to other customers. A
third method is an independent survey conducted biannually by an expert
external firm.

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