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Rosti Customer Survey 2009

Rosti Customer Survey 2009

Rosti Technical Plastics is pleased to announce the results of its customer survey completed in June-July 2009. 55 respondents completed the survey representing 42 companies from around the globe. The results are positive with improvement from the previous 2007 survey.

Rosti CEO Stig Hoffmeyer commented: The survey reinforces our commitment to match the increasing demands of our customers for better value and continuous care. It confirms our business concept. It is a measure of the good work being done by our employees.

The Customer Survey is among many internal measures & disciplines we have installed here at Rosti to follow our customer satisfaction and reactions to improved services & new capabilities. Repeat Business and Cross Sales always feature as the source of new awarded business from current customers. It is pleasing to see a confirmation of this in the responses of customers who would like to maintain or increase their sales with Rosti, and as a consequence it should come as no surprise therefore to see the percentage of respondents who are satisfied with Rosti's services & products.

98% would like to maintain or increase Rosti's share of total plastic spend
91% are "satisfied" or "very satisfied" with the service and products
82% see Rosti as "equal to" or "better than" its competitors
86% would "recommend" or "highly recommend" Rosti
60% response rate with 55 respondents
62% would like to increase Rosti's share of its total plastic spend
92% consider supplier financial trength to be "somewhat" (18%) or "very" (74%) important
84% perceive the plans to cease a divestment of Rosti as "good"
Top buying criteria (price excluded): quality (time & spec), technical competence, broad service, and long-term relationship

Personal contact and constant, transparent updates are key to our daily routines which constantly reconfirms our customer needs, wishes and the ever changing requirements of their end customers & consumers

Relationship scores rating "acceptable" up to "excellent":

o 82% "ability to deliver on time"
o 85% "ability to deliver to the agreed quality standards"
o 91% "understanding of production needs"
o 92% "ability to present proactive, innovative solutions to problems"
o 96% "responsiveness to inquiries"
o 98% "understanding of strategic business needs"

Continuous Improvements are key requirements from top global customers and our Customer Care Programme, formally launched in 2008, provides the means for the areas where we need to work harder:

integrate new technologies, tool design, and offer complete design solutions

It is good to note that the overall trend in customer satisfaction levels is showing good improvements over 2007 results however as always Rosti will endeavour to continue to work on further improving weaker areas to ensure that Rosti retain and consolidate its position as the supplier of choice. Such areas includes, among others:

Co-development of customer designs
Development and integration of new product technologies
Management of sub-suppliers & procurement processes
Support of manufacturing needs in new locations
Proposal of lowest cost per part

On behalf of the Rosti employees in Europe, USA, and Asia, we wish to thank all of our customers for the confidence they have shown in having Rosti as a partner supplier. The Rosti teams are fully committed towards fulfilling the Rosti Vision: "Top Customers - Top Performance"

Rosti Technical Plastics Management Board
August 2009

Stig Hoffmeyer
CEO

Tez Kurwie
International Sales Director

04/09/2009