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Creativity initiative lead to superior satisfaction: it's been said many times before, but the data in the latest Jacobson Survey shows that it's true: The key to a company's success is its people.

Publication: Metal Center News
Publication Date: 01-OCT-07 		Format: Online
Delivery: Immediate Online Access
Full Article Title: Creativity initiative lead to superior satisfaction: it's been said many times before, but the data in the latest Jacobson Survey shows that it's true: The key to a company's success is its people.(JACOBSON CUSTOMER SATISFACTION SURVEY)

Article Excerpt
STEEL MILLS with the highest levels of customer satisfaction have one basic characteristic in common--their people are extraordinarily responsive to customers' needs. Both inside and outside salespeople at the mills ranked highest for customer satisfaction in the past year employ high levels of creativity and personal initiative to make sure customers' needs are always met.

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Jacobson & Associates, Lake Forest, Ill., conducts a continuous census survey of more than 2,000 major steel customers in the United States and Canada--including service centers and end-users--which stands as an objective, third-party measure of steel customers' satisfaction with their mill suppliers. Customers use a 10-point scale to measure their level of satisfaction with supplier quality, delivery, price, service and overall performance, and also have the opportunity to provide detailed comments on supplier strengths and weaknesses. This article is based on survey data for the 12 months ending Aug. 31.

Customers use terms like "service oriented," "reliable," "easy to work with" and "does everything possible to satisfy customer needs," to describe those mills with the highest customer satisfaction ratings.

Other customers use terms like "doesn't seem to care," "slow in responding," "snotty attitude," "their ways have not changed in years" and "frustrating," to describe those mills with the lowest customer satisfaction ratings.

Top sheet mills

To cite a few examples of sheet mills rated highest by service centers in overall customer satisfaction (see Chart 2), North Star Bluescope's overall satisfaction score is 10 percent higher than the average for 31 major sheet mills and 20 percent...

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