Strength of Steel

Building mutual trust

Welcome to the third letter in our ‘Strength of Steel’ series. Over time, we intend to use this letter to build a resource full of useful information for you. We also hope to respond to any of your questions. Please feel free to get in touch.

In future letters, we will be pleased to discuss how we can collaborate better in the steel and engineering industries. Some of the topics we plan to cover include: delivering value in specific applications; customer relations; competence development, technology trends and much more. Our ambition is to provide you with something new and interesting every month. You can always unsubscribe. But we would of course be delighted if you stay with us and share Strength of Steel with your colleagues and encourage them to subscribe.

All in the spirit of sharing and building the Strength of Steel.

Customer survey 2020 part 3

The people side - thank you for your trust

We are still working to review fully the results from our Customer Survey earlier this year, and this is the third part of a general analysis that we would like to share with you. In the previous Strength of Steel we discussed the people side of our interaction and this time we would like to give you feedback on the “organization side of our interaction”.

We are using the responses from the survey to try to understand how we perform in three areas: These correspond to a) Emotional = brand affinity, b) Added Value = delivery of expected benefits and c) Functional = Products, services and delivery capabilities. We were pleased to note that in all those areas the scores have improved from our previous survey in 2017.

Within the Functional area of what we as an organization supply to our customers we noted that product quality scored very highly. This is something we take great pride in, and even though the score is high we are always looking for ways to further improve the quality of everything we do.

In terms of Added Value, as an organization we still have a lot to improve. In particular we would like to find more and better ways to ensure that our products truly are an enabler for you to improve your productivity and your own final products. We have many good case stories from working closely with our customers and we need to make better use of them to inspire further improvements across many of the industries we serve. In future letters we will certainly come back to this!

The biggest improvement, and the highest score, was in the Brand Affinity of our company. The scoring for all questions in this area improved by 8-13 points, which is truly noteworthy. The single biggest improvement was noted for our way of working with sustainability. This is indeed good news for us, since sustainability sits at the core of our company strategy. If you are curious to know more about our approach to this subject you can find our annual sustainability report here.