What our customers expect
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- Attention to their requirements and feedbacks
- Robust processes embedding satisfaction requirements
- Regular measurement of the level of satisfaction and monitoring of relevant indicators
- Improvement plans and effective actions
Our answer
ST has formalized a process to manage external and internal feedback in order to continuously improve performance and increase the customer satisfaction and loyalty. Every ST Employee is an actor in this process.
Internal feedback: Satisfaction index
ST has defined a set of internal indicators that provide an accurate and fact-based measurement of what is important to our customers. This covers metrics such as the number of customer complaints, failure analysis cycle time, the percentage of customer returns, and on-time delivery.
External customer feedback: Customer scorecard
Each ST account manager has the following responsibilities:
- Collect the feedback of their customers using the customer rating system or alternatively ST rating system,
- Identify the positive points and the major areas of improvement
- Cascade to the relevant stakeholders in the Company
- Define and agree with the customer on a set of milestones and improvement actions to implement
- Monitor the improvement action plans until the targets are reached.
All score cards are normalized according to the five areas of excellence and periodically reviewed.
External market feedback: Customer Perception Survey
To complement the internal and external feedbacks from above, ST regularly performs a “Customer Perception Survey”. The survey is designed to assess and benchmark the company's performance covering all geographies markets and industry domains served. It also allows ST to identify new market trends. The survey is structured according to the same five areas of excellence. The survey results are thoroughly analyzed with each ST organization to identify what our customers value most and address areas for improvement.