CUSTOMER SATISFACTION INDEXES

Lindsay, S.J.

Customers and suppliers of Smelter Grade Alumina, SGA, can benefit from a common format to highlight and track the physical and chemical properties that are of primary concern to the customer. Alcoa has developed a Customer-Satisfaction Index that gathers the Customer Voice on an annual basis and then works to forge this with the capabilities of the refinery into a numerical index that tracks multiple parameters. The score is tracked throughout the year and serves as a platform of communication between smelters and refineries to discuss the properties of Smelting Grade Alumina within a defined structure.