|
|
|
Customers Tell Us How We Are Doing
According to a recent PotashCorp customer survey, buyers of industrial nitrogen products and buyers of purified acid both say that one of their main concerns is supplier reliability.
The survey, conducted by an independent, third-party research firm, interviewed a sampling of PotashCorp high-volume customers in the summer of 2007. It covered all aspects of customer service and asked respondents to rate the performance of both PotashCorp and key competitors.
When asked what, besides price, was the single most important criterion they used to judge their nitrogen or purified acid supplier, about 60 percent of nitrogen customers and 70 percent of purified acid customers named reliability.
Because PotashCorp has sales groups dedicated solely to the industrial side of the marketplace for both nitrogen and phosphates, we believe that we should be our customers? most reliable supplier even in the current demand-driven tight markets.
Customer survey responses support that belief. Both customer groups overwhelmingly point to PotashCorp as a supplier who is doing the best job of meeting their most important criterion.
Long-term Supply
When it came to judging PotashCorp on reliability of long-term supply, purified acid customers gave the company a score of 94 out of a possible 100 points, compared to an overall industry average of 81. Industrial nitrogen customers said PotashCorp's reliability of long-term supply earned an 89, while the overall industry average* came in at 86.
Sales, Service, Quality
The survey also asked customers to rate sales representative knowledge, customer service and quality. In each area, as shown below, PotashCorp scored favorably when compared to all companies surveyed. The charts below record PotashCorp's rankings and the overall industry average for both the industrial nitrogen and purified acid groups.
Communications Tactics
Customers in both groups also had positive things to say about how PotashCorp keeps them informed. The majority of customers described the company as the best communicator among their suppliers and ranked it highest in providing market information.
While the overwhelming majority of customers are aware of the company's main website, www.potashcorp.com, most customers do not make use of the PotashCorp customer service website.
Customers were asked to rate PotashCorp and its competitors on a 1 to 100 scale, with 100 being the best, in the areas of sales representative knowledge, customer service, quality, long-term supply and providing market information.
SALES REPRESENTATIVE KNOWLEDGE
CUSTOMER SERVICE
Source: 2007 PotashCorp Customer Satisfaction Survey
* The industry average consists of all manufacturers our customers do business with within a specific industry – either Nitrogen or Purified Phosphates. The industry averages in the survey story here represent an aggregate of all competitors mentioned in the Nitrogen or Purified Phosphates customer surveys, including PotashCorp. |
