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The tools used to determine customer satisfaction identified the following areas for improvement and opportunities on which the company should focus efforts:

  • Communication channels.
  • Transportation logistics.
  • Process for handling claims.
  • Invoicing process.
  • Meeting new customer and market demands.
  • Response time in requesting offers and resolving problems.
  • Pre-service care.
  • Meeting delivery schedules.
  • Bureaucracy associated with procurement processes.

All of these issues will undergo rigorous analysis, after which an action plan will be drawn up, including goals, individuals in charge, and human and economic resources, with a view to ensuring enhancement in line with customer expectations.