RESPONSIBILITIES TO CONSUMERS/ CUSTOMERS
Strategies to Maintain Customer Satisfaction
Customer satisfaction is the key for the Company to gain market share in Indonesia. Thus, the Company is responsible to maintain good relationship with customers and potential customers by listening to their desires and suggestions. The Company also seeks to understand their opinions of production quality. In order to maintain customer satisfaction, the Company implements the following strategies:
- Maintaining quality of products;
- Keeping commitment of timeliness and competitive prices;
- Building customer community with the help from Client Relationship Manager (CRM) in sales and production areas; and
- Providing after-sales service to customers in need.
Customer satisfaction Index
The Company is committed to continuously innovating and maintaining trust from loyal customers. Thus, after finishing a project, the Company carries out a survey regarding Customer Satisfaction Index (CSI). The method used is by sending out questionnaires to customers. Responses from customers will then be analyzed so that they can show customer satisfaction level with the Company’s products and services. All responses are used as suggestions to develop products and improve services of the Company in the future.
In 2016, it could be concluded from the responses to the questionnaires that the customers were satisfied with the performance of the Company. The CSI average score of the company was 4.20, exceeding the desired target.
Analysis of follow up plan CSI
WP-1: Providing sufficient production capacity and selecting project.
WP-2: Switching from conventional concrete market to precast and preparing supporting engineering.
WP-3: Fairly tough price competition, the Company shall have strategy of timing in selecting project and negotiating. The Company shall maintain the quality of products and services.
WP-4: Fairly tough price competition, the Company shall have strategy of timing in selecting project and negotiating. The Company shall maintain the quality of products and services.
WP-5: Maintaining performance.
WP-6: Providing sufficient production capacity and selecting project.
Customers’ ComplaintTs amount and handling
Every customer has a right to complaint on regional marketing offices’ services given by the Company. The complaints are delivered to regional marketing office so that complaints and questions can be easily delivered. All customers’ complaints have been managed successfully.
standard operating Procedures (soP)
Corporate will follow up on every customer’s complaint or question in no more than 2 x 24 hours after it is received. This is arranged clearly in Company’s Standard Operational Procedures, which will be completed by a new study case periodically.