29 Nov 2017

Customer satisfaction: you said - we listened

At British Steel, we're focused on understanding the requirements of our customers and the industries and supply chains that influence your business.

To ensure we're responsive to your needs and continually improving our product and service offering, our account teams are conducting a brief satisfaction survey as part of their commercial and technical visits. The results from this survey are being collated and analysed with other sources of feedback, and are being used as a platform on which to base improvements, product developments and service enhancements.

In order to capture a regular flow of feedback, the team has changed the way information supplied by our customers is reviewed.

Product Marketing Manager Lisa Lockett said: "Historically, surveys have been conducted on an annual basis. However, we understand your needs are dynamic and therefore we've started to review this information monthly to ensure we prioritise requirements."

Since receiving the initial feedback, the team has been working on business initiatives such as improving adherence to delivery schedules. Focus continues to be on product quality and new product developments, enabling our customers to benefit from processing efficiencies. Our technical team and R&D experts continue working with you, to develop a greater understanding of your requirements so we can best support your business.

Lisa said: "We've listened to your comments about our product range and have extended our size range to 17mm for freecutting and cold heading steel grades. We've introduced a warehouse in Germany and more recently, we've established British Steel offices and sales representation in markets close to you to ensure we continue to be responsive to your requirements.

"We'd like to take this opportunity to thank you for your honest and constructive feedback and hope that you'll continue to provide information on ways we can work together to improve our offering."

For more information, please contact your account team.