Qatar Steel is committed to providing high quality products and services that meet or exceed customer
expectations. The focus on customer satisfaction is a key differentiator in a competitive market, and as such, a core element of Qatar Steel’s business strategy. Various aspects of sustainability – product life cycle, materials, energy-efficient processes, and a responsible value chain are increasingly important parameters that impact customer satisfaction.
Also, as part of its efforts to assure customer satisfaction, Qatar Steel’s Sales & Marketing team closely monitors the market through regular visits to understand the changes in market requirements and to determine the potentials for developing new steel products in coordination with Research & Sustainability team as well as to introduce the new steel product range.
Qatar Steel takes great pride in product quality. Only about 1/10th of one percent (0.01%) of billets are scrapped due to quality issues. Product quality is driven by the company’s values, processes, and sustainability aspirations. These high standards facilitate a more sustainable product, which improves the company’s bottom line and financial sustainability. Unique identifiers are introduced at the rolling stage, including the grade, applicable standards, batch number and the Qatar Steel name. This ensures that customers have 100% confidence in the product quality and provenance of the company’s steel.
Efforts to ensure that customers are satisfied are reflected in Qatar Steel’s enviable market share and customer satisfaction ratings. In 2016, customer satisfaction feedback survey showed an overall Qatar Steel performance rating of 4.22 out of 5-point scale (84%) which is well above the target and highest compared to last 10 years result. In addition, the company was able to maintain a remarkable market share of 83% in Qatar, and 16% of the total GCC for rebar. Although Qatar Steel serves both domestic and international markets, the priority has always been to meet the strong domestic demand for steel with superior customer service.
Qatar Steel’s customer service efforts go beyond the conventional interactions with customers and distributors. The Customer Portal System enables customers to more easily place their orders and track their shipments to ensure on-time delivery of products.
Qatar Steel Sales Application
In 2016, Customer Relationship Management (CRM) in co-ordination with IT Department developed new mobile
App named “Qatar Steel Sales App” intended to keep the customers updated with current and historical order
The Qatar Steel Sales App allows customers to view data through a user-friendly interface and it offers online/ offline working, allowing the program to operate even if users are not connected to the internet. This new mobile application will be launched to customers in 2017.