Prominent among our customers are distributors who make deliveries to end-users in Qatar and across the GCC region, and their satisfaction is one of our primary concerns. Qatar Steel’s customer service efforts include both conventional interactions with customers and distributors and the continuous improvement of our Customer Portal System, which enables our customers to more easily place their orders and track their shipments to ensure on-time delivery of products.
Qatar Steel consistently records high sales performance, largely due to the company’s longstanding customer relations, efficient communication strategies, and market intelligence.
Market Share for Rebar (%)
Despite increased competition in local markets, in 2014 Qatar Steel was able to sustain a high market share of 88% in Qatar and 15% of the total GCC rebar market.
Qatar Steel strives to maintain positive relations with its distributors, who are ideally positioned to ensure that the end-user receives the highest-quality products and services. Therefore, the Customer Relationship Management (CRM) section of our Marketing Department implements an efficient non-conformity tracking system to ensure the satisfaction of our customers.
As part of our marketing strategy to strengthen ties with local and regional accredited traders, we host an annual gathering attended by our management staff, including the Managing Director and General Manager. In 2014, Qatar Steel celebrated the 11th Annual Gathering at the Ritz Carlton – Doha, Qatar, an event honouring all of Qatar Steel’s distributors and their dedicated efforts.
Customer Satisfaction Survey
Additional efforts to maintain outstanding customer relations include the tracking of customer satisfaction through an annual survey. This helps us to identify both our key strengths and areas where our customer relationships could be improved.
Customer satisfaction index (out of 100)
In 2014,Qatar Steel’s overall customer satisfaction reached a 5 year high of 83%