2. Methodology Preparation of list of customers Preparation of the questionnaire Translation of the questionnaire: Spanish, French, Russian & Chinese Survey design on website: SurveyMonkey Electronically sending the survey link to customers Result Compilation Part 1: Identifying the Customer Part 2: Enquiry and Order Registration Part 3: Order in Process Part 5: Claim Settlement Part 4: Delivery and Documentation Part 6: Overall Impression Scope
6. Market Segment In general, most of end user customers are in Construction and Pipe Making segments In case of end users, please let us know the market segment in which you operate:
7. Products Flat products are the predominant in almost all regions What all products do you purchase from ArcelorMittal?
8. Suppliers Kriyviy Rih and Flat Carbon Europe are the predominant suppliers Which is the main supplier of the products you buy from ArcelorMittal?
9. Inquiries / Confirmations In general more than 60% of the customers surveyed submitted their enquiries on a monthly basis, out of which more than 40% successfully confirmed their order. How frequently do you submit inquiries to ArcelorMittal? How often do you successfully place an order with ArcelorMittal? Annually Six Monthly Quarterly Monthly
14. Response to Inquiries Do you receive a response to your enquiry? Are you satisfied with the response time of your inquiries?
15. Response to Inquiries In what percentage of Order Confirmations, do you need to call up the sales manager/ArcelorMittal office to ask for a correction? (Mistyped/Wrong information-Other than what was agreed to, etc)
21. Punctuality How many of your orders have been shipped to you in time? Overall OTIF for 2011 was 44%
22. Punctuality In case where an order is delayed, do you get an update about it from sales office in terms of expected shipment date, reason of delay, etc.?
23. Transit Time Are you satisfied with transit time of your orders?
24. Documents Are you satisfied with documentation part (B/L, Invoices, P/L, etc) post shipment of your order?
28. Part 5: General Questions and Overall Impression
29. Close to Customers Are you satisfied with the number of contacts/visits from ArcelorMittal team?
30. Our Price How do you rate the pricing policy of ArcelorMittal?
31. Sales Team Overall, how satisfied are you with your local ArcelorMittal sales office in your area in terms of servicing your orders, fulfilling commitments, updates on production/shipment, documentation, communication and claim settlement?
32. Competitors How do you find ArcelorMittal on service platform (low order confirmation time, regular updates on production/shipment, timeliness of deliveries, settlement time of claims, etc) as compared to competitors?
33. Our Strengths What is the key reason for your purchases from ArcelorMittal?
34. Our Weakness What is the key reason for NOT placing your business with ArcelorMittal?
36. Summary of each parameter Part 1: Identifying the Customer Part 2: Enquiry and Order Registration Part 3: Order in Process Part 5: Claim Settlement Part 4: Delivery and Documentation Part 6: Overall Impression
