The Group firmly believes that customer management is a critical aspect of driving its business sustainability. We understand that our customers are the driving force behind our success, and therefore, we prioritise their satisfaction and loyalty. As such, we have implemented a comprehensive customer management strategy that encompasses various aspects of our business, including marketing, product quality, customer services and e-services. Our customer management strategy also includes a strong focus on communication and building lasting relationships with our customers, as we believe this is crucial in ensuring their continued loyalty.
Our customer management approach involves collecting and analysing data about our customers, including
their preferences and feedback, which is then used to tailor our products and services to meet their needs
and expectations. As part of this approach, survey was conducted every financial year on selected products
via questionnaire designed to measure customer satisfaction in terms of sales and marketing services, product
quality, complaint management, goods delivery services, finance-related services, and e-business services. For FY
2023, the survey was conducted among the customers of three of our products, namely wire rod, steel pipe, and
prestressed concrete steel, with the aim of measuring and calculating the Customer Satisfaction Index (“CSI”)
and identifying areas for improvement.
The survey results indicated that customers were moderately satisfied with the services provided to them. The CSI ranged from 77 to 86 across the products. The following table summarises the CSI for each product for the survey years FY 2021 and FY 2022:
|Cut and bend
|Prestressed concrete steel
The future plan is to conduct customer survey activities on all products on yearly basis to standardise the practice across the Group.