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    SUSTAINABILITY MANAGEMENT APPROACH


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    • Sustainability Policy
    • Qatar Steel Highlights 2023
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    CREATING A BALANCED ECOSYSTEM


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    BUILDING THE FUTURE


    • Product Innovation And Operational Efficiency
    • Product Stewardship
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    • Customer Satisfaction

    DEVELOPING A HIGH PERFORMING
    AND MOTIVATED TEAM


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    QATAR STEEL COMPANY FZE (Dubai, UAE)


    • Engaging with Stakeholders
    • Materiality & Maturity Assessment
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    Qatar Steel Company FZE


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    CONTRIBUTING TO NATIONAL GROWTH & DEVELOPMENT


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  • Home
  • About Us
    • Company Profile
      • Chairman’s Message
      • MD & CEO’s Message
      • Vision, Mission and Values
      • Board of Directors
      • Management Team
      • Regional Leadership in Steel Production
      • Our Production Facilities
      • Investment in Subsidiaries and Associates
      • Qatar Steel Memberships
      • History and Recognitions
  • Products
    • Our Main Products
    • Product Specifications
    • Product Quality
    • Sales & Marketing
  • Certifications
  • Sustainability
    • SUSTAINABILITY MANAGEMENT APPROACH
      • Message from Chairman
      • MD & CEO’s Message
      • Sustainability Policy
      • Qatar Steel Highlights 2023
      • Stakeholder Map
      • Sustainability Framework
      • Material Sustainability Issues
      • CORPORATE STRATEGY
      • Sustainability Roadmap 2023
      • Sustainability Performance Data
    • Building the Future
      • Innovation and Sustainable Solutions
      • Product Quality and Traceability
      • Customer Satisfaction
    • Ensuring A Safe and Healthy Work Environment
      • Safety Training
      • Emergency Response Preparedness
      • Occupational Health and Safety
    • Contributing to Qatar’s Development
      • Qatarization
      • Local Procurement
      • Community Trust, Health and Investment (CSR)
    • Creating a Balanced Ecosystem
      • Responsible Sourcing and Material Consumption
      • Energy Efficiency Intensity and Renewables
      • Air Emissions (GHG And Others)
      • Water and Effluents
      • By product Management and Recycling
      • Biodiversity & Ecotoxicity
    • Developing a High Performing and Motivated Team
      • Training and Development
    • Practice Good Governance
      • Governance and Ethics
      • Procurement Practices
      • Risk Management
      • Internal Audit
    • Achieving Profitable Growth & Business portfolio
      • Growth Strategy
      • OPERATIONAL EFFICIENCY
      • Economic Performance
    • Appendices
      • Reporting Scope and Boundary
      • Maturity Assessment
      • GRI Content Index and IPIECA Index
    • Qatar Steel Company FZE (Dubai, UAE)
      • Engaging With Stakeholders
      • Materiality & Maturity Assessment
      • Summary of Stakeholders Activities
      • Sustainability Performance Data
      • Reducing environmental impact. Decoupling growth from our environmental impact
      • Lifecycle assessments
      • Code of Ethics and Business Conducts
      • Feedback/Complaints
      • QSFZE Sustainability Policy
  • Customers
  • Procurement
    • Vendor Registration
    • Supplier Portal
    • NOC for Export
    • Purchase of Ferrous Scrap
    • HSE Procedures for Contractors
    • TAWTEEN – Supply Chain Localization Program
  • Media Center
    • Press release
    • Integrated Reports
    • Annual Reports
    • Qatar Steel Magazines
    • Sustainability Reports
    • Blog
  • Careers
  • Contact Us
Sustainability > Building the Future > Customer Satisfaction

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.

  • Building the Future
  • Innovation and Sustainable Solutions
  • Product Stewardship
  • Product Quality and Traceability
  • Product Safety
  • Customer Satisfaction

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