Rosti

ABOUT US

Rosti 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 and 93% of Rosti’s annual sales. The results are positive with improvement from the previous 2007 survey.

The Customer Survey is among many internal measures & disciplines Rosti has installed here at Rosti to follow 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 strength 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 Rosti daily routines which constantly reconfirms customer needs, wishes and the ever changing requirements of their end customers & consumers

● Relationship scores rating “acceptable” up to “excellent”:

● 82% “ability to deliver on time”

● 85% “ability to deliver to the agreed quality standards”

● 91% “understanding of production needs”

● 92% “ability to present proactive, innovative solutions to problems”

● 96% “responsiveness to inquiries”

● 98% “understanding of strategic business needs”

Continuous Improvements are key requirements from top global customers and Rosti Customer Care Programme, formally launched in 2008, provides the means for the areas where Rosti needs 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

Rosti is proud of customer offerings & service levels which Rosti achieves day in day out. Rosti also believes in the principal “ If you do not measure, you do not control”, and so Rosti has set out in the summer of 2009 to measure and capture customers perceived needs and Rosti’s actual achievements in meeting these needs in ever competitive markets.