We are all learning to communicate in new ways and Ovako is no exception. So, we would like to welcome you to our first letter in a series we are calling ‘Strength of Steel’.

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The Start of Something New

Nowadays, we are all learning to communicate in new ways and Ovako is no exception. So, we would like to welcome you to our first letter in a series we are calling ‘Strength of Steel’, our attempt at something new. Over time, we intend to use this letter to build a source of useful information and background knowledge about steel. We also hope to open a communication channel that enables you to ask your own questions, and we will do our very best to answer them.

In future letters, we will be pleased to discuss topics such as the steel supply chain, steel properties, how we can collaborate better in the steel and engineering industries, quality control, delivering value in specific applications, customer relations, competence development, technical trends and 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 on and share Strength of Steel with your colleagues and encourage them to subscribe.

As we progress with Strength of Steel we hope to build a larger and growing community for which we will aim to provide useful insights and technical knowledge drawn from our years of experience in the manufacture and application of strong, clean and sustainable steel. Please drop us a response! We are keen to know what topics you would like us to cover in the future!

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

Customer survey 2020

Your feedback to us

Many of you participated in our recent customer survey, and we thank you for this. This online survey was conducted by Kantar a few months ago. As we promised at the time, we are now able to share some general conclusions that we believe you may be interested in. The purpose of the survey was to give us an analysis of the key drivers in the relationships between our customers and Ovako, together with actionable results to help us improve and strengthen them.

We were pleased to note that when we were compared with other suppliers that our customers deal with, we were ranked higher in all aspects, and most importantly in the areas of product quality, technical information and sustainability. Sustainability in particular showed very strong improvement over 2017 and this probably reflects both our own performance and the increased global importance of this issue.

We are also using the survey for benchmarking within Ovako as well as against external benchmarks in Kantar’s database. The sample size this time was on par with measurements from previous years, with 279 completed interviews distributed across roughly the same company sizes, relationship lengths and job functions. Our nearest comparison is 2017, and for the Kantar overall Customer Retention Index we achieved exactly the same score this time. Our score was 75, which gives us (again) the same score as the Top-33% index from Kantar’s survey database of 74 000 responses from manufacturing industry in Europe.

Kantar used a matrix of performance areas to classify the questions and then compare us against our own performance three years ago. We are pleased to note that we have improved in every one of these six areas since our last measurement. Still, there are many opportunities for us to improve further. We appreciate your feedback from the survey, and it is always welcome at any time. We are hard at work following it up.

In future Strength of Steel letters we will let you know how we evaluate the ‘people’ and the ‘organization’ sides and what conclusions we have drawn about how to improve the ways we interact with our customers. Our Head of Group Sales, Mathias Tillman, will discuss the people side of our interaction with you in the next Strength of Steel.

Until then, best wishes for good health and an improving business climate!

Göran Nyström
Head of Group Marketing and Technology,
Ovako

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