Distinction vs. extinction: in an economy where many steel mills have failed, and a majority are struggling, the most successful are those most closely attuned to the specific needs of service centers and other customer groups.(Customer Satisfaction Survey)

Read this article now - Try Goliath Business News - FREE!   
You can view this article PLUS...

• Over 5 million business articles
• Hundreds of the most trusted magazines, newswires, and journals (see list)
• Premium business information that is timely and relevant
• Unlimited Access

Tell Me More   Terms and Conditions

Purchase this article for $4.95

...business cycle, and not just when they are financial trouble.

Over the long haul, customer satisfaction is the result of effective management, efficient operations and creative marketing that combine to favorably distinguish a company from its competitors. One company may choose to cater to the needs of a particular segment where "100 percent on-time delivery" is crucial. Another may target a customer group that sees "zero defects" as the most highly prized supplier attribute.

Superior performers identify customer needs and then deliver on those needs. The 2003 Jacobson Customer Satisfaction Report shows that superior performers achieve overall customer satisfaction levels that are at least 10 percent higher than their closest competitors. Companies with consistent customer satisfaction performance also tend to have the healthiest financial status.

Overall, for the year ended Aug. 31, the mills rated highest by service centers in four main product categories include North Star BHP, Roanoke Electric Steel, CitiSteel USA Inc. and Nucor-Berkeley (see Chart 1).

Chart 1

The Leaders

Service Centers Rank the Mills

Top Rated Mills by Product Category

Sheet-North Star BHP

Merchant Bar/ Structurals-Roanoke Electric Steel

Plate-CitiSteel USA Inc. Beam-Nucor-Berkeley

Source: Jacobson & Associates Customer Satisfaction Survey for the 12 months ending August 31, 2003.

CUSTOMER SATISFACTION: FLAT-ROLLED

In the flat-rolled steel business, the...

NOTE: All illustrations and photos have been removed from this article.



Looking for additional articles?
Search our database of over 3 million articles.

Looking for more in-depth information on this industry?
Search our complete database of Industry & Market reports by text, subject, publication name or publication date.

About Goliath
Whether you're looking for sales prospects, competitive information, company analysis or best practices in managing your organization, Goliath can help you meet your business needs.

Our extensive business information databases empower business professionals with both the breadth and depth of credible, authoritative information they need to support their business goals. Whether it be strategic planning, sales prospecting, company research or defining management best practices - Goliath is your leading source for accurate information.