Press Room

TÜV AUSTRIA verifies top customer satisfaction and loyalty indices of Metalloinvest

20 December 2021

Metalloinvest has successfully verified the methodology and calculated results of its Customer Satisfaction Index (CSI) and the Customer Preference Index (NPS). The verification process was carried out by experts of TÜV AUSTRIA Standards & Compliance.

Representatives of the Austrian Embassy in the Russian Federation, including Rudolf Lukavsky, Commercial Counsellor at the Austrian Embassy; Andrey Cherney, Attaché for Science and Technology, as well as Dmitry Yartsev, Regional Director for Russia and the CIS countries at TÜV AUSTRIA awarded the international certificate of verification to Oleg Krestinin, Deputy CEO, Chief Commercial Officer of Metalloinvest.

Oleg Krestinin said: "Customer focus is at the foundation of the sustainable development of our business. For many years, we have been building mutually beneficial cooperation with our partners, while supporting it with excellent service. Last year, we decided to assess the quality of our work in this area. I would like to point out that the result we achieved is likely to be the best among our peers. We will use the data to further improve the quality of our products and services.”

This year, the average CSI index of Metalloinvest’s enterprises was 91.5. This is a sign of a high level of satisfaction among the Company’s customers. The quality of products and the work of commercial and sales support staff were particularly highly rated.

The NPS index was 73.3. This shows that over 73% of Metalloinvest’s customers are willing to recommend the Company and its products.

Dmitry Yartsev commented: “All industrial companies strive to improve the quality of their products. However, Metalloinvest stands out in the Russian and international markets firstly due to its service, which is focused on individually ailored communications and relations with customers, as well as prompt response times, allowing customers to quickly find personalised solutions to any issue that may arise when placing and implementing orders both at the level of the management company and the enterprises.

During the verification process, our auditors noted how much attention has been given to identifying the needs of the customers and their preferences, which are then communicated and tracked – from placing an order to delivery across the whole process chain. This is complemented by continuous monitoring of how the customers evaluate the products they receive and how they perceive the relationship with the representatives of the company. Metalloinvest therefore provides a leading example for the entire metallurgical industry, both in Russia and abroad.”

In 2020, Metalloinvest’s enterprises introduced a unified methodology of customer satisfaction and consumer commitment assessment based on the international standard ISO 10004:2018.

Data received on customer satisfaction and loyalty is used to calculate the CSI index separately for each enterprise and overall NPS index for Metalloinvest.

The calculation and verification of indices as well as the subsequent analysis and system improvements will take place annually as part of the Company’s strategy to improve its commitment to customers.

Note for Editors:

Founded 150 years ago in Vienna, TÜV AUSTRIA is a technical supervision, testing, evaluation and certification company. It is part of an international group of Austrian and German evaluators whose TÜV® brand has become internationally recognised for its quality and safety, and is respected worldwide among professionals and customers.

Anton Troshin

Anton Troshin

Corporate Communications Director
Tel.: +7 (495) 981-55-55

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