HZL

Customers are a key stakeholder group and their satisfaction is vital to sustained value generation and a healthy economic bottom-line. To measure customer satisfaction and better understand customer loyalty, we commissioned a comprehensive global customer satisfaction survey.

The survey covered customers for all our product lines and was specifically designed to assess the health of HZL's relationship with existing customers, while gaining insight into potential as well as breakaway customers. Findings from the survey helped us gain significant insight on where

Product	ZINC	SILVER	LEAD
Mindshare	86% For product quality & brand reputation	83% For product quality & brand reputation	71% For product quality & service support
Key findings	Positive and improved scores from the previous year for various factors including product quality, packaging, contracting process and online portal	Positive scores on most attributes including partnership and business dimensions	Nearly 3/4^th mention HZL as best-in-class with positive and improved scores for most factors

On the whole, customers, especially from the international market, would like a more concentrated push towards digital adoptability and upgradation to accommodate their evolving needs.

At HZL, we also used this opportunity to engage with our breakaway customers and analysed the root cause. This helped us understand our shortcomings, while giving us an opportunity to improve. The survey indicated that HZL has a positive customer mindshare among lost customers, with the Company being first for top-of-mind and spontaneous recall. The survey also showed that majority of the lost customers preferred dealing with HZL. These findings strengthen our resolve to realign our operations to address unfulfilled needs of breakaway customers and rebuild a strong and fulfilling engagement with them.

Another key takeaway from this survey was that while there were significantly more positive feedback than negative ones, our monopoly in the field should not make us complacent, and we need to always be alert to the changing needs of our customers. After all we aren't just in the business of customer satisfaction, but customer delight.