Presentation v8

Customer Satisfaction Survey - 2011Conducted by ArcelorMittal International Daniela Diaz October, 2011

Author

MethodologyPreparation of list of customersPreparation of the questionnaireTranslation of the questionnaire: Spanish, French, Russian & ChineseSurvey design on website: SurveyMonkey Electronically sending the survey link to customersResult Compilation Part 1: Identifying the CustomerPart 2: Enquiry and Order RegistrationPart 3: Order in ProcessPart 5: Claim SettlementPart 4: Delivery and DocumentationPart 6: Overall ImpressionScope

Author

% Customer participation per BAIf compared to 2010, responses increased by 115%.

In 2010, survey was sent to 208 customers and 121 replied to it (participation of 58%)In 2011, survey was sent to 518 customers and 259 replied to it (participation of 50%)

Author

Grf1

876

1528

2027

1127

526

1921

1519

1317

513

105

Responded 2010

Responded 2011

Grf2

768

2815

2720

2711

265

2119

1915

1713

135

510

Responded 2011

Responded 2010

Global

BASent toReplied by

Iran151387%5

East Asia181794%

Nafta902730%

LA/CA1267660%

Middle East442148%27

China321959%21

India19526%

Near East832834%

Europe362672%

Africa552749%

Total51825950%

BAResponded 2011Responded 2010

LA/CA768

Near East2815

Nafta2720

Africa2711

Europe265

Middle East2119

China1915

East Asia1713

Iran135

India510

Total259121

Global

876

1528

2027

1127

526

1921

1519

1317

513

105

Responded 2010

Responded 2011

LACA

CountrySent toReplied by

Colombia271763%

Chile261869%

Ecuador13969%

Peru452556%

Venezuela + C. America + Caribbean15747%

Total1267660%

Plan3

Part 1:Identifying the Customer

Author

Market SegmentWhat is the main activity of your company?

Author

Grf2

Question 1

Please write the name of your company in the box below:

Question 2

Please write your name and your designation in the box below:

Grf questao 3

0.70866141730.125109361300.1662292213

0.6666666667000.3333333333

0.57923008060.21038495970.05282005370.157564906

0.52173913040.26086956520.13043478260.0869565217

0.51977920880.08003679850.08003679850.3201471941

0.47676419970.34853700520.11617900170.0585197935

0.4453938230.2300611610.14082568960.1837193264

0.40583941610.21605839420.05401459850.3240875912

0.33360323890.19028340080.23805668020.2380566802

0.21856540080.24978902950.46919831220.0624472574

0.11785462240.11785462240.17642907550.5878616796

End User

Stockist

Channel

Trader

Question 3

What is the main activity of your company?

TotalEnd UserStockistChannelTrader

Near East2855.6%1629.6%87.4%244.4%12137.0%

China1941.2%823.5%429.4%629.4%6123.5%

NAFTA2725.9%729.6%855.6%157.4%2118.5%

EUCIS2656.5%158.7%28.7%234.8%9108.7%

Iran1316.7%216.7%225.0%383.3%11141.7%

India580.0%40.0%00.0%040.0%2120.0%

Africa2760.0%1630.0%815.0%410.0%3115.0%

LACA7655.4%4240.5%3113.5%106.8%5116.2%

Middle East2181.0%1714.3%30.0%019.0%4114.3%

East Asia1764.7%1123.5%45.9%117.6%3111.7%

AMI25953.1%13827.4%7116.8%4321.9%57119.2%

TotalEnd UserStockistChannelTraderTotalEnd UserStockistChannelTrader

Near East28.000.5615.570.308.290.072.070.4412.431.37Near East28.0041%11.3622%6.055%1.5132%9.07100%

China19.000.417.830.244.470.295.590.295.591.24China19.0033%6.3419%3.6224%4.5224%4.52100%

NAFTA27.000.266.990.307.990.5615.010.072.001.19NAFTA27.0022%5.9025%6.7447%12.676%1.69100%

EUCIS26.000.5714.690.092.260.092.260.359.051.09EUCIS26.0052%13.518%2.088%2.0832%8.32100%

Iran13.000.172.170.172.170.253.250.8310.831.42Iran13.0012%1.5312%1.5318%2.2959%7.64100%

India5.000.804.000.000.000.000.000.402.001.20India5.0067%3.330%0.000%0.0033%1.67100%

Africa27.000.6016.200.308.100.154.050.102.701.15Africa27.0052%14.0926%7.0413%3.529%2.35100%

LACA76.000.5542.100.4130.780.1410.260.075.171.16LACA76.0048%36.2335%26.4912%8.836%4.45100%

Middle East21.000.8117.010.143.000.000.000.193.991.14Middle East21.0071%14.8813%2.630%0.0017%3.49100%

East Asia17.000.6511.000.244.000.061.000.182.991.12East Asia17.0058%9.8521%3.585%0.9016%2.68100%

AMI259.000.53137.560.2771.060.1743.500.2256.741.19AMI259.0045%117.0323%59.7614%36.3318%45.88100%

TotalEnd UserStockistChannelTrader

Middle East210.708661417314.88188976380.12510936132.6272965879000.16622922133.4908136483

India50.66666666673.333333333300000.33333333331.6666666667

East Asia170.57923008069.84691136970.21038495973.57654431510.05282005370.89794091320.1575649062.678603402

Africa270.521739130414.08695652170.26086956527.04347826090.13043478263.52173913040.08695652172.347826087

EUCIS260.519779208813.51425942960.08003679852.08095676170.08003679852.08095676170.32014719418.3238270469

LACA760.476764199736.23407917380.348537005226.48881239240.11617900178.82960413080.05851979354.4475043029

AMI2590.445393823117.03277069470.23006116159.75852185920.140825689636.32765903040.183719326445.8810484158

Near East280.405839416111.36350364960.21605839426.04963503650.05401459851.51240875910.32408759129.0744525547

China190.33360323896.33846153850.19028340083.61538461540.23805668024.52307692310.23805668024.5230769231

NAFTA270.21856540085.90126582280.24978902956.74430379750.469198312212.66835443040.06244725741.6860759494

Iran130.11785462241.53211009170.11785462241.53211009170.17642907552.29357798170.58786167967.6422018349

Question 3

0.40583941610.21605839420.05401459850.3240875912

0.33360323890.19028340080.23805668020.2380566802

0.21856540080.24978902950.46919831220.0624472574

0.51977920880.08003679850.08003679850.3201471941

0.11785462240.11785462240.17642907550.5878616796

0.6666666667000.3333333333

0.52173913040.26086956520.13043478260.0869565217

0.47676419970.34853700520.11617900170.0585197935

0.70866141730.125109361300.1662292213

0.57923008060.21038495970.05282005370.157564906

0.4453938230.2300611610.14082568960.1837193264

End User

Stockist

Channel

Trader

Question 4

In case of end users, please let us know the market segment in which you operate:

TotalRe-rollingCoatingPipe MakingMachinery BuildingAutoWhite GoodsDrums & BarrelsPackagingShip BuildingPressure VesselsConstructionOther

Near East2813.3%40.0%013.3%40.0%00.0%00.0%00.0%020.0%66.7%226.7%746.7%1346.7%13173.4%

China197.7%115.4%315.4%323.1%423.1%47.7%115.4%338.5%70.0%023.1%47.7%130.8%6207.9%

NAFTA2710.0%30.0%010.0%310.0%30.0%00.0%010.0%310.0%30.0%00.0%060.0%1640.0%11150.0%

EUCIS2640.0%1013.3%36.7%26.7%20.0%06.7%20.0%00.0%00.0%00.0%060.0%166.7%2140.1%

Iran130.0%025.0%325.0%30.0%00.0%00.0%00.0%00.0%00.0%00.0%050.0%750.0%7150.0%

India525.0%10.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%050.0%375.0%

Africa2714.3%47.1%235.7%107.1%20.0%00.0%014.3%40.0%00.0%00.0%014.3%450.0%14142.8%

LACA7614.0%1111.6%944.2%342.3%24.7%44.7%42.3%29.3%70.0%07.0%527.9%2134.9%27162.9%

Middle East215.9%111.8%20.0%00.0%05.9%10.0%011.8%229.4%60.0%011.8%241.2%923.5%5141.3%

East Asia1723.1%40.0%023.1%47.7%17.7%10.0%00.0%07.7%10.0%00.0%038.5%746.2%8154.0%

AMI25915.1%398.8%2323.7%625.3%144.1%112.6%75.3%1411.6%300.7%27.6%2035.9%9336.0%93156.9%


Near East287.7%3.7240.0%07.7%3.7240.0%00.0%00.0%00.0%011.5%5.63.9%1.87615.4%7.47626.9%13.07626.9%13.076100.0%

China193.7%1.4637.4%2.9267.4%2.92611.1%4.38911.1%4.3893.7%1.4637.4%2.92618.5%7.3150.0%011.1%4.3893.7%1.46314.8%5.852100.0%

NAFTA276.7%2.70.0%06.7%2.76.7%2.70.0%00.0%06.7%2.76.7%2.70.0%00.0%040.0%16.226.7%10.8100.0%

EUCIS2628.6%10.49.5%3.4584.8%1.7424.8%1.7420.0%04.8%1.7420.0%00.0%00.0%00.0%042.8%15.64.8%1.742100.0%

Iran130.0%016.7%3.2516.7%3.250.0%00.0%00.0%00.0%00.0%00.0%00.0%033.3%6.533.3%6.5100.0%

India533.3%1.250.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%066.7%2.5100.0%

Africa2710.0%3.8615.0%1.91725.0%9.6395.0%1.9170.0%00.0%010.0%3.8610.0%00.0%00.0%010.0%3.86135.0%13.5100.0%

LACA768.6%10.647.1%8.81627.1%33.5921.4%1.7482.9%3.5722.9%3.5721.4%1.7485.7%7.0680.0%04.3%5.3217.1%21.20421.4%26.524100.0%

Middle East214.2%1.2398.4%2.4780.0%00.0%04.2%1.2390.0%08.4%2.47820.8%6.1740.0%08.4%2.47829.2%8.65216.6%4.935100.0%

East Asia1715.0%3.9270.0%015.0%3.9275.0%1.3095.0%1.3090.0%00.0%05.0%1.3090.0%00.0%025.0%6.54530.0%7.854100.0%

AMI2599.6%39.2045.6%22.84515.1%61.53.4%13.8052.6%10.5091.7%6.7773.4%13.7137.4%30.1660.5%1.8764.8%19.66322.9%93.10123.0%93.283100.0%

Question 4

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

Re-rolling

Coating

Pipe Making

Machinery Building

Auto

White Goods

Drums & Barrels

Packaging

Ship Building

Pressure Vessels

Construction

Other

Question 5

What all products do you purchase from ArcelorMittal?

TotalHRCRHDGAl-ZnElectro GalvaTinplateHR PlatesWire RodRebarsSectionsBilletsSlabsOther

Near East2840.7%1129.6%837.0%1014.8%47.4%214.8%433.3%937.0%1029.6%837.0%1022.2%63.7%122.2%6329.3%

China1956.3%1150.0%106.3%10.0%06.3%125.0%518.8%40.0%00.0%00.0%00.0%06.3%118.8%4187.8%

NAFTA2759.3%1633.3%918.5%511.1%37.4%27.4%240.7%1111.1%33.7%129.6%80.0%00.0%014.8%4236.9%

EUCIS2642.9%1133.3%952.4%1414.3%44.8%10.0%00.0%019.0%528.6%733.3%90.0%00.0%04.8%1233.4%

Iran1375.0%1083.3%1158.3%80.0%00.0%025.0%350.0%783.3%1133.3%433.3%450.0%733.3%416.7%2541.5%

India520.0%140.0%220.0%10.0%00.0%020.0%10.0%040.0%220.0%10.0%020.0%10.0%00.0%0180.0%

Africa2772.2%1955.6%1538.9%1116.7%511.1%30.0%027.8%822.2%616.7%522.2%60.0%00.0%022.2%6305.6%

LACA7662.5%4831.9%2418.1%1415.3%120.0%05.6%418.1%1430.6%2315.3%1216.7%135.6%42.8%29.7%7232.2%

Middle East2133.3%723.8%514.3%34.8%114.3%328.6%623.8%514.3%39.5%228.6%60.0%00.0%04.8%1200.1%

East Asia1729.4%523.5%45.91000.0%00.0%05.9%15.9%135.3%60.0%017.6%35.9%15.9%111.8%2731.2%

AMI25953.7%13937.3%9764.2%16610.8%284.8%1310.2%2622.3%5826.8%6915.5%4022.8%597.3%193.7%1013.0%34292.4%


Near East2812.4%119.0%811.2%104.5%42.2%24.5%410.1%911.2%109.0%811.2%106.7%61.1%16.7%6100.0%

China1930.0%1126.6%103.4%10.0%03.4%113.3%510.0%40.0%00.0%00.0%00.0%03.4%110.0%4100.0%

NAFTA2725.0%1614.1%97.8%54.7%33.1%23.1%217.2%114.7%31.6%112.5%80.0%00.0%06.2%4100.0%

EUCIS2618.4%1114.3%922.5%146.1%42.1%10.0%00.0%08.1%512.3%714.3%90.0%00.0%02.1%1100.0%

Iran1313.9%1015.4%1110.8%80.0%00.0%04.6%39.2%715.4%116.1%46.1%49.2%76.1%43.1%2100.0%

India511.1%122.2%211.1%10.0%00.0%011.1%10.0%022.2%211.1%10.0%011.1%10.0%00.0%0100.0%

Africa2723.6%1918.2%1512.7%115.5%53.6%30.0%09.1%87.3%65.5%57.3%60.0%00.0%07.3%6100.0%

LACA7626.9%4813.7%247.8%146.6%120.0%02.4%47.8%1413.2%236.6%127.2%132.4%41.2%24.2%7100.0%

Middle East2116.6%711.9%57.1%32.4%17.1%314.3%611.9%57.1%34.7%214.3%60.0%00.0%02.4%1100.0%

East Asia174.0%53.2%480.7%1000.0%00.0%00.8%10.8%14.8%60.0%02.4%30.8%10.8%11.6%2100.0%

AMI25918.4%13912.7%9722.0%1663.7%281.7%133.5%267.6%589.2%695.3%407.8%592.5%191.3%104.4%34100.0%

Question 5

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

HR

CR

HDG

Al-Zn

Electro Galva

Tinplate

HR Plates

Wire Rod

Rebars

Sections

Billets

Slabs

Other

Question 6

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

HR

CR

HDG

Al-Zn

Electro Galva

Tinplate

HR Plates

Wire Rod

Rebars

Sections

Billets

Slabs

Other

Question 7

Which is the main supplier of the products you buy from ArcelorMittal?

TotalArcelorMittal TemirtauArcelorMittal Kriyviy RihArcelorMittal Flat Carbon EuropeArcelorMittal Long Carbon EuropeArcelorMittal North AmericaArcelorMittal South AmericaOther

Near East2811.1%340.7%1137.0%100.0%00.0%033.3%933.3%9155.4%

China1956.3%110.0%018.8%46.3%10.0%00.0%031.3%6112.7%

NAFTA270.0%00.0%033.3%911.1%381.5%223.7%13.7%1133.3%

EUCIS269.5%233.3%923.8%619.0%50.0%04.8%128.6%7119.0%

Iran1375.0%1050.0%78.3%125.0%30.0%00.0%016.7%2175.0%

India520.0%160.0%30.0%00.0%00.0%00.0%040.0%2120.0%

Africa275.6%211.1%322.2%616.7%55.6%25.6%250.0%14116.8%

LACA760.0%01.4%118.1%145.6%41.4%177.8%5926.4%20130.7%

Middle East219.5%24.8%138.1%828.6%60.0%00.0%042.9%9123.9%

East Asia1723.5%40.0%017.6%341.2%75.9%111.8%229.4%5129.4%

AMI25913.3%3513.4%3523.5%6113.2%349.9%2628.7%7429.1%75131.1%


Near East287.1%3.10826.2%11.39623.8%10.360.0%00.0%021.4%9.32421.4%9.324100%

China1950.0%10.6970.0%016.7%3.5725.6%1.1970.0%00.0%027.8%5.947100%

NAFTA270.0%00.0%025.0%8.9918.3%2.99761.1%22.0052.8%0.9992.8%0.999100%

EUCIS268.0%2.4728.0%8.65820.0%6.18816.0%4.940.0%04.0%1.24824.0%7.436100%

Iran1342.9%9.7528.6%6.54.7%1.07914.3%3.250.0%00.0%09.5%2.171100%

India516.7%150.0%30.0%00.0%00.0%00.0%033.3%2100%

Africa274.8%1.5129.5%2.99719.0%5.99414.3%4.5094.8%1.5124.8%1.51242.8%13.5100%

LACA760.0%01.1%1.06413.8%13.7564.3%4.2561.1%1.06459.5%59.12820.2%20.064100%

Middle East217.7%1.9953.9%1.00830.8%8.00123.1%6.0060.0%00.0%034.6%9.009100%

East Asia1718.2%3.9950.0%013.6%2.99231.8%7.0044.6%1.0039.1%2.00622.7%4.998100%

AMI25910.2%34.52710.2%34.62317.9%60.93310.1%34.1597.5%25.58421.9%74.21722.2%75.448100%

Question 7

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

ArcelorMittal Temirtau

ArcelorMittal Kriyviy Rih

ArcelorMittal Flat Carbon Europe

ArcelorMittal Long Carbon Europe

ArcelorMittal North America

ArcelorMittal South America

Other

Question 8

How frequently do you submit inquiries to ArcelorMittal?

TotalMonthlyQuarterlySix MonthlyAnnually

Near East2850.0%1438.5%1111.5%30.0%0100%

China1981.3%1512.5%20.0%06.3%1100%

NAFTA2759.3%1637.0%103.7%10.0%0100%

EUCIS2676.2%2023.8%60.0%00.0%0100%

Iran1391.7%128.3%10.0%00.0%0100%

India560.0%340.0%20.0%00.0%0100%

Africa2782.4%225.9%25.9%25.9%2100%

LACA7652.9%4027.1%2111.4%98.6%7100%

Middle East2147.6%1047.6%104.8%10.0%0100%

East Asia1752.9%941.2%75.9%10.0%0100%

AMI25962.4%16227.6%726.4%163.6%9100%

Question 8

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Monthly

Quarterly

Six Monthly

Annually

Question 9

How often do you successfully place an order with ArcelorMittal?


Near East2838.5%1130.8%911.5%319.2%5100%

China1968.8%1318.8%40.0%012.5%2100%

NAFTA2744.4%1237.0%107.4%211.1%3100%

EUCIS2661.9%1628.6%79.5%20.0%0100%

Iran1366.7%933.3%40.0%00.0%0100%

India540.0%240.0%220.0%10.0%0100%

Africa2776.5%215.9%20.0%017.6%5100%

LACA7630.0%2335.7%2718.6%1415.7%12100%

Middle East2123.8%561.9%134.8%19.5%2100%

East Asia1735.3%647.1%817.6%30.0%0100%

AMI25945.2%11733.1%8610.4%2711.4%29100%

Question 9

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Monthly

Quarterly

Six Monthly

Annually

Question 10

What is your share of purchase from ArcelorMittal?

Total< 10%10 - 20%20 - 50%> 50%

Near East2830.8%926.9%826.9%815.4%4100%

China1918.8%418.8%425.0%537.5%7100%

NAFTA2740.0%1132.0%928.0%80.0%0100%

EUCIS2630.0%815.0%435.0%920.0%5100%

Iran1316.7%225.0%38.3%150.0%7100%

India50.0%020.0%140.0%240.0%2100%

Africa2717.6%529.4%847.1%135.9%2100%

LACA7627.5%2117.4%1333.3%2521.7%16100%

Middle East2110.0%230.0%630.0%630.0%6100%

East Asia1741.2%735.3%611.8%211.8%2100%

AMI25926.1%6823.7%6130.3%7819.9%52100%

Question 10

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

< 10%

10 - 20%

20 - 50%

> 50%

Question 11

What is your preferred Incoterms?

TotalEXWFCA/ FAS/ FOBCFR/ CIF/ CPT/ CIPDAF/ DES/ DEQ/ DDU/ DDP

Near East283.8%130.8%984.6%243.8%1123.0%

China1912.5%218.8%468.8%1325.0%5125.1%

NAFTA278.0%244.0%1212.0%344.0%12108.0%

EUCIS265.0%110.0%360.0%1635.0%9110.0%

Iran130.0%075.0%1075.0%100.0%0150.0%

India50.0%00.0%0100.0%50.0%0100.0%

Africa275.9%211.8%382.4%225.9%2106.0%

LACA761.4%15.8%495.7%730.0%0102.9%

Middle East215.0%15.0%180.0%1715.0%3105.0%

East Asia170.0%011.8%294.1%160.0%0105.9%

AMI2594.1%1118.2%4776.5%19812.2%32110.9%


Near East343.1%1.06425.0%8.62468.8%23.6883.1%1.064100.0%

China2310.0%2.37515.0%3.57255.0%13.07220.0%4.75100.0%

NAFTA297.4%2.1640.7%11.8811.1%3.2440.7%11.88100.0%

EUCIS284.5%1.39.1%2.654.5%15.631.8%9.1100.0%

Iran190.0%050.0%9.7550.0%9.750.0%0100.0%

India50.0%00.0%0100.0%50.0%0100.0%

Africa285.6%1.59311.1%3.18677.7%22.2485.6%1.593100.0%

LACA781.4%1.0645.6%4.40893.0%72.7320.0%0100.0%

Middle East224.8%1.054.8%1.0576.2%16.814.3%3.15100.0%

East Asia180.0%011.1%2.00688.9%15.9970.0%0100.0%

AMI2873.7%10.60616.4%47.07669.0%198.12711.0%31.537100.0%

Question 11

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

EXW

FCA/ FAS/ FOB

CFR/ CIF/ CPT/ CIP

DAF/ DES/ DEQ/ DDU/ DDP

Question 12

Which are your preferred payment method/terms?

TotalAdvanced payment10 or 20% with order and balance against documentsCash against DocumentsL/C at SightL/C at more than 30 days from B/L dateOpen terms at more than 30 days from B/L date.

Near East287.7%2.211.5%311.5%350.0%1415.4%446.2%13142.3%

China190.0%0.00.0%00.0%043.8%856.3%1112.5%2112.6%

NAFTA274.3%1.20.0%08.7%20.0%013.0%478.3%21104.3%

EUCIS265.3%1.421.1%50.0%00.0%010.5%373.7%19110.6%

Iran138.3%1.125.0%316.7%275.0%1016.7%28.3%1150.0%

India50.0%0.00.0%040.0%260.0%320.0%120.0%1140.0%

Africa275.9%1.60.0%017.6%523.5%617.6%541.2%11105.8%

LACA761.4%1.115.9%128.7%720.3%1520.3%1540.6%31107.2%

Middle East215.3%1.15.3%110.5%226.3%636.8%831.6%7115.8%

East Asia170.0%00.0%05.9%147.1%835.3%623.5%4111.8%

AMI2593.7%109.7%259.4%2427.2%7022.5%5842.6%110115.1%


Near East285.4%2.1568.1%3.228.1%3.2235.1%1410.8%4.31232.5%12.936100.0%

China190.0%00.0%00.0%038.9%8.32250.0%10.69711.1%2.375100.0%

NAFTA274.1%1.1610.0%08.3%2.3490.0%012.5%3.5175.1%21.141100.0%

EUCIS264.8%1.37819.1%5.4860.0%00.0%09.5%2.7366.6%19.162100.0%

Iran135.5%1.07916.7%3.2511.1%2.17150.0%9.7511.1%2.1715.5%1.079100.0%

India50.0%00.0%028.6%242.9%314.3%114.3%1100.0%

Africa275.6%1.5930.0%016.6%4.75222.2%6.34516.6%4.75238.9%11.124100.0%

LACA761.3%1.06414.8%12.0848.1%6.61218.9%15.42818.9%15.42837.9%30.856100.0%

Middle East214.6%1.1134.6%1.1139.1%2.20522.7%5.52331.8%7.72827.3%6.636100.0%

East Asia170.0%00.0%05.3%1.00342.1%8.00731.6%6.00121.0%3.995100.0%

AMI2593.2%9.5448.4%25.1538.2%24.31223.6%70.37519.6%58.32937.0%110.304100.0%

Question 12

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

Advanced payment

10 or 20% with order and balance against documents

Cash against Documents

L/C at Sight

L/C at more than 30 days from B/L date

Open terms at more than 30 days from B/L date.

Question 13

Are you satisfied with payment terms offered by AMI?

TotalVery satisfiedSomewhat satisfiedNot satisfiedExtremely dissatisfied

Near East2815.4%453.8%1526.9%83.8%1100%

China1931.3%637.5%731.3%60.0%0100%

NAFTA2726.1%765.2%188.7%20.0%0100%

EUCIS2615.8%452.6%1426.3%75.3%1100%

Iran1333.3%458.3%88.3%10.0%0100%

India520.0%160.0%30.0%020.0%1100%

Africa2711.8%364.7%1711.8%311.8%3100%

LACA7626.1%2056.5%4314.5%112.9%2100%

Middle East2142.1%942.1%910.5%25.3%1100%

East Asia1735.3%658.8%105.9%10.0%0100%

AMI25924.9%6555.3%14315.9%413.8%10100%

Question 13

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied

Extremely dissatisfied

Question 14

Do you receive a response to your enquiry?

TotalAlwaysMost of the timesSometimes onlyNever

Near East2879.2%2220.8%60.0%00.0%0100%

China1962.5%1231.3%66.3%10.0%0100%

NAFTA2765.2%1834.8%90.0%00.0%0100%

EUCIS2668.4%1831.6%80.0%00.0%0100%

Iran1358.3%841.7%50.0%00.0%0100%

India560.0%320.0%120.0%10.0%0100%

Africa2776.5%2123.5%60.0%00.0%0100%

LACA7668.7%5225.4%196.0%50.0%0100%

Middle East2189.5%1910.5%20.0%00.0%0100%

East Asia1758.8%1035.3%65.9%10.0%0100%

AMI25970.1%18226.9%703.0%80.0%0100%

Question 14

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 15

Are you satisfied with the response time of your inquiries?


Near East2829.2%862.5%188.3%20.0%0100%

China1943.8%850.0%106.3%10.0%0100%

NAFTA2734.8%956.5%158.7%20.0%0100%

EUCIS2652.6%1442.1%115.3%10.0%0100%

Iran1358.3%825.0%316.7%20.0%0100%

India540.0%260.0%30.0%00.0%0100%

Africa2741.2%1158.8%160.0%00.0%0100%

LACA7634.3%2653.7%416.0%56.0%5100%

Middle East2147.4%1052.6%110.0%00.0%0100%

East Asia1735.3%658.8%105.9%10.0%0100%

AMI25939.5%10253.0%1375.8%151.8%5100%

Question 15

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 16

In what percentage of Order Confirmations, do you need to call up the sales manager/ArcelorMittal office to ask for a correction? (Mistyped/Wrong information-Other than what was agreed to, etc)

TotalLess than 5% casesBetween 5% and 10%Between 10% and 25%More than 25%

Near East2858.3%1620.8%612.5%48.3%2100%

China1981.3%156.3%16.3%16.3%1100%

NAFTA2786.4%230.0%013.6%40.0%0100%

EUCIS2673.7%1915.8%410.5%30.0%0100%

Iran1381.8%1118.2%20.0%00.0%0100%

India580.0%420.0%10.0%00.0%0100%

Africa2768.8%1925.0%70.0%06.3%2100%

LACA7676.1%5814.9%117.5%61.5%1100%

Middle East2184.2%185.3%15.3%15.3%1100%

East Asia1782.4%1417.6%30.0%00.0%0100%

AMI25976.1%19714.2%376.9%182.9%7100%

Question 16

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Less than 5% cases

Between 5% and 10%

Between 10% and 25%

More than 25%

Question 17

Do you get an update on production status of your order?


Near East2829.2%837.5%1125.0%78.3%2100%

China1956.3%1118.8%425.0%50.0%0100%

NAFTA2734.8%952.2%148.7%24.3%1100%

EUCIS2647.4%1226.3%721.1%55.3%1100%

Iran1316.7%241.7%525.0%316.7%2100%

India540.0%20.0%020.0%140.0%2100%

Africa2725.0%725.0%743.8%126.3%2100%

LACA7613.4%1022.4%1738.8%2925.4%19100%

Middle East2110.5%247.4%1026.3%615.8%3100%

East Asia1735.3%635.3%629.4%50.0%0100%

AMI25927.0%7030.9%8029.2%7612.9%33100%

Question 17

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 18

Are you informed when your material is loaded / shipped?


Near East2854.2%1529.0%816.7%50.0%0100%

China1975.0%1425.0%50.0%00.0%0100%

NAFTA2752.2%1430.4%817.4%50.0%0100%

EUCIS2673.7%1926.3%70.0%00.0%0100%

Iran13100.0%130.0%00.0%00.0%0100%

India560.0%30.0%040.0%20.0%0100%

Africa2750.0%1431.3%818.8%50.0%0100%

LACA7649.3%3731.3%2414.9%114.5%3100%

Middle East2152.6%1126.3%615.8%35.3%1100%

East Asia1752.9%935.3%611.8%20.0%0100%

AMI25957.8%15027.7%7212.8%331.8%5100%

Question 18

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 19

Are you satisfied with the number of partial shipments done?

TotalSatisfied. As requiredNot satisfied. Too many partial shipments

Near East2866.7%1933.3%9100%

China1968.8%1331.3%6100%

NAFTA2773.9%2026.1%7100%

EUCIS2694.7%255.3%1100%

Iran13100.0%130.0%0100%

India5100.0%50.0%0100%

Africa2768.8%1931.3%8100%

LACA7680.6%6119.4%15100%

Middle East2178.9%1721.1%4100%

East Asia1776.5%1323.5%4100%

AMI25978.7%20421.4%55100%

Question 19

00

00

00

00

00

00

00

00

00

00

00

Satisfied. As required

Not satisfied. Too many partial shipments

Question 20

How many of your orders have been shipped to you on time?

TotalMore than 75% of my ordersBetween 50% and 75% of my ordersBetween 25% and 50% of my ordersLess than 25% of my orders

Near East2845.8%1345.8%134.2%14.2%1100%

China1968.8%1312.5%212.5%26.3%1100%

NAFTA2747.8%1339.1%1113.0%40.0%0100%

EUCIS2657.9%1515.8%415.8%410.5%3100%

Iran1366.7%916.7%216.7%20.0%0100%

India560.0%320.0%120.0%10.0%0100%

Africa2743.8%1243.8%126.3%26.3%2100%

LACA7639.4%3045.5%359.1%76.1%5100%

Middle East2136.8%847.4%100.0%015.8%3100%

East Asia1764.7%1129.4%55.9%10.0%0100%

AMI25948.7%12636.4%949.3%245.7%15100%

Question 20

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

More than 75% of my orders

Between 50% and 75% of my orders


Less than 25% of my orders

Question 21

In case where an order is delayed, do you get an update about it from sales office in terms of expected shipment date, reason of delay, etc.?

TotalAlwaysMost of the timeSometimes onlyNever

Near East2833.3%937.5%1116.7%512.5%4100%

China1968.8%136.3%16.3%118.8%4100%

NAFTA2730.4%839.1%1117.4%513.0%4100%

EUCIS2647.4%1221.1%526.3%75.3%1100%

Iran1358.3%816.7%216.7%28.3%1100%

India540.0%240.0%220.0%10.0%0100%

Africa2725.0%750.0%1418.8%56.3%2100%

LACA7633.3%2531.8%2427.3%217.6%6100%

Middle East2126.3%636.8%831.6%75.3%1100%

East Asia1758.8%1035.3%60.0%05.9%1100%

AMI25938.6%10032.2%8320.5%538.7%23100%

Question 21

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the time

Sometimes only

Never

Question 22

Are you satisfied with transit time of your orders?


Near East2820.8%675.0%210.0%04.2%1100%

China1950.0%1031.3%618.8%40.0%0100%

NAFTA2721.7%678.3%210.0%00.0%0100%

EUCIS2626.3%747.4%1221.1%55.3%1100%

Iran1340.0%560.0%80.0%00.0%0100%

India540.0%260.0%30.0%00.0%0100%

Africa2725.0%768.8%196.3%20.0%0100%

LACA7636.4%2851.5%3912.1%90.0%0100%

Middle East2127.8%655.6%1211.1%25.6%1100%

East Asia1717.6%382.4%140.0%00.0%0100%

AMI25930.3%7859.7%1558.6%221.4%4100%

Question 22

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 23

Are you satisfied with documentation part (B/L, Invoices, P/L, etc) post shipment of your order?

TotalVery Satisfied, always receive documents on time except for a few casesSatisfied, documents for most of the orders are as requiredNot satisfied, documents for most of the shipments are not as requiredExtremely dissatisfied, documents are never as required

Near East2841.7%1258.3%160.0%00.0%0100%

China1968.8%1318.8%412.5%20.0%0100%

NAFTA2747.8%1352.2%140.0%00.0%0100%

EUCIS2673.7%1921.1%55.3%10.0%0100%

Iran1340.0%560.0%80.0%00.0%0100%

India560.0%340.0%20.0%00.0%0100%

Africa2725.0%762.5%1712.5%30.0%0100%

LACA7642.4%3251.5%396.1%50.0%0100%

Middle East2138.9%850.0%115.6%15.6%1100%

East Asia1723.5%476.5%130.0%00.0%0100%

AMI25944.8%11649.7%1295.0%130.5%1100%

Question 23

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very Satisfied, always receive documents on time except for a few cases

Satisfied, documents for most of the orders are as required

Not satisfied, documents for most of the shipments are not as required

Extremely dissatisfied, documents are never as required

Question 24

In the event of a claim, how many weeks does it take to settle the claim (agreement on the amount for settlement)

TotalLess than 4 weeks4 6 weeks6 8 weeksMore than 8 weeks

Near East2837.5%1120.8%616.7%525.0%7100%

China1931.3%625.0%518.8%425.0%5100%

NAFTA2739.1%1143.5%1213.0%44.3%1100%

EUCIS2655.6%1416.7%411.1%316.7%4100%

Iran1370.0%90.0%00.0%030.0%4100%

India540.0%20.0%040.0%220.0%1100%

Africa2762.5%1718.8%56.3%212.5%3100%

LACA7642.4%3224.2%189.1%724.2%18100%

Middle East2122.2%516.7%416.7%444.4%9100%

East Asia1717.6%329.4%535.3%617.6%3100%

AMI25942.2%10922.6%5913.4%3521.7%56100%

Question 24

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Less than 4 weeks

4 6 weeks

6 8 weeks

More than 8 weeks

Question 25

Are you satisfied with the claim settlement procedure?

TotalYesNo

Near East2875.0%2125.0%7100.0%

China1962.5%1237.5%7100.0%

NAFTA2787.0%2313.0%4100.0%

EUCIS2672.2%1927.8%7100.0%

Iran1390.0%1210.0%1100.0%

India580.0%420.0%1100.0%

Africa2787.5%2412.5%3100.0%

LACA7668.2%5231.8%24100.0%

Middle East2155.6%1244.4%9100.0%

East Asia1788.2%1511.8%2100.0%

AMI25974.5%19325.5%66100.0%

Question 25

00

00

00

00

00

00

00

00

00

00

00

Yes

No

Question 26

If no, please briefly state what you would like to improve:(Claim procedure)

Near East

ARRANGMENTS & RESPOSE MUST BE QUICKER

You have to trust your old customers when they report a bad quality claim and you have to make a compensation for the loss occured.We were ignored when we claimed for bad quality 1000 tons PPGI order.

China

Very satisfactory, hope of getting better

chance of compensation is very low

Processing cycle is long.Needs to improve.

core loss issue

faster transportation from your factory to Alashankou

in case of any quality problem,we hope you can deal with it asap instead of a long waiting time.

Settle claim quicker

NAFTA

Time to response about claim.

timing

EUCIS

, .

-

, - .

Iran

THE TIME IT TAKES TO PROCESS THE CLAIM

NO CLAIM SO FAR

LACA

Debe haber un acompaamiento mas cercano y resolver el tema rapidamente

EN ESTE MOMENTO TENGO UN RECLAMO POR CALIDAD HACE SEIS SEMANAS Y A LA FECHA DE HOY NO HE RECIBIDO RESPUESTA, EN OTRA OCACION TUVE UN RECLAMO Y NO SE LE DIO SOLUCION ALGUNA A LA RECLAMACION

en los reclamos se envian las fotos , evidencias, pero se demora tanto que hasta desistimos , has t alo vendemos a perdida

LOS BARCOS VIEJOS Y SIEMPRE FUERA DE PLAZO.

INFORMACION MAS OPORTUNA

No han habido reclamosPoner alternativas "sin reclamos"

toma demasiado tiempo

ms rapidez

EL TIEMPO DE SOLUCION DE RECLAMOS DEBE SER MENOR A 4 SEMANAS

Hace unos diez aos pedimos unas vigas con norma american y nos llegaron con otra norma y nunca se hicieron responsables.

No hemos establecido reclamos

MAYOR AGILIDAD Y DECISION RAPIDA

En la respuesta a la reclamacion por suministro de producto no conforme, ya que tenemos una reclamacion hace mas de un ao por suministro de angulos con escuadrantia fuera de norma los cuales no ocasionaron perjucios en el sumintro de torres de energia pa

debe existir opcion de :no hemos tenido reclamos.

Los tiempos de revisin de las muestras y emisin de conformidad deben reducirse.

x

Written Guarantees, especially on Coatings

Garantas por escrito, especialmente en los recubrimientos

Me gustara que mejorara la voluntad para buscar acuerdos.

toma mucho tiempo

Errores en despachos de vigas la Fbrica se desentendi del tema

LA CONSTATACION DEL RECLAMO PARA PROCEDER A TOMAR UNA DECISION A LA BERVEDAD.

Los tiempos de solucin de las respuestas deben estar de acuerdo con la magnitud del problema y no deben afectar econmicamente al cliente.

me gustaria que mejore el tiempo de respuesta, siempre que existen un reclamo se demoran demasiado en entregar una respuesta, existe mucha burocracia.

Middle East

NO CLAIMS YET

no claims so far no information about this

The time for settlement of claim should be improved to a maximum of 4 weeks.

WE HAVE PENDING QUALITY ISSUES FOR MONTHS

One shipment came to Dubai Port and one came to Jeddah Port ,, we did not get the documents on time ,, then we have paid a big amount of demurrages ,, we have suffered a lot to get those amounts from Arcelor althouth it is their mistake of not sending the

Claims should be attended to and settled asap

You must have time frame & Solve in time.

TOO MUCH TIME LAPSE AND NOT ALWAYS BENEFICIAL TO THE BUYER.

NA

East Asia

we hope to get faster response from mill

speed regarding the guest to be too slow

Sues the processing case speed regarding the guest to be too slow.

It takes too long to settle a claim

India

N.A.

Africa

-

Question 27

Are you satisfied with the number of contacts/visits from ArcelorMittal team?


Near East2833.3%950.0%148.3%28.3%2100%

China1956.3%1131.3%612.5%20.0%0100%

NAFTA2752.2%1443.5%120.0%04.3%1100%

EUCIS2666.7%1722.2%611.1%30.0%0100%

Iran1370.0%930.0%40.0%00.0%0100%

India540.0%260.0%30.0%00.0%0100%

Africa2731.3%868.8%190.0%00.0%0100%

LACA7637.9%2951.5%3910.6%80.0%0100%

Middle East2133.3%750.0%1111.1%25.6%1100%

East Asia1735.3%658.8%105.9%10.0%0100%

AMI25943.6%11347.3%1237.3%191.8%5100%

Question 27

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 28

How do you rate the pricing policy of ArcelorMittal?

TotalAggressive (frequent changes with market ups and downs)Slow to react with market changes in pricesI have a contract price with ArcelorMittal

Near East2866.7%1933.3%90.0%0100%

China1962.5%1218.8%418.8%4100%

NAFTA2730.4%869.6%190.0%0100%

EUCIS2644.4%1244.4%1211.1%3100%

Iran1360.0%840.0%50.0%0100%

India540.0%240.0%220.0%1100%

Africa2768.8%1931.3%80.0%0100%

LACA7650.0%3847.0%363.0%2100%

Middle East2144.4%950.0%115.6%1100%

East Asia1741.2%758.8%100.0%0100%

AMI25951.4%13344.4%1154.2%11100%

Question 28

000

000

000

000

000

000

000

000

000

000

000

Aggressive (frequent changes with market ups and downs)

Slow to react with market changes in prices

I have a contract price with ArcelorMittal

Question 29

Overall, how satisfied are you with your local ArcelorMittal sales office in your area in terms of servicing your orders, fulfilling commitments, updates on production/shipment, documentation, communication and claim settlement?


Near East2852.2%1534.8%108.7%24.3%1100%

China1962.5%1231.3%66.3%10.0%0100%

NAFTA2756.5%1530.4%88.7%24.3%1100%

EUCIS2655.6%1433.3%911.1%30.0%0100%

Iran1380.0%1020.0%30.0%00.0%0100%

India540.0%260.0%30.0%00.0%0100%

Africa2731.3%868.8%190.0%00.0%0100%

LACA7650.0%3840.9%319.1%70.0%0100%

Middle East2122.2%561.1%1316.7%40.0%0100%

East Asia1729.4%570.6%120.0%00.0%0100%

AMI25948.2%12543.5%1137.4%190.9%2100%

Question 29

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 30

How do you find ArcelorMittal on service platform (low order confirmation time, regular updates on production/shipment, timeliness of deliveries, settlement time of claims, etc) as compared to competitors?

TotalFar better than competitorsBetter than competitorsMore or less same as competitorsWorse than competitors

Near East2813.0%434.8%1034.8%1017.4%5100%

China1931.3%656.3%116.3%16.3%1100%

NAFTA278.7%217.4%565.2%188.7%2100%

EUCIS2627.8%716.7%438.9%1016.7%4100%

Iran1310.0%160.0%830.0%40.0%0100%

India520.0%120.0%160.0%30.0%0100%

Africa276.3%218.8%550.0%1425.0%7100%

LACA7613.6%1025.8%2048.5%3712.1%9100%

Middle East215.6%122.2%550.0%1122.2%5100%

East Asia170.0%029.4%570.6%120.0%0100%

AMI25913.4%3528.0%7345.7%11812.9%33100%

Question 30

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Far better than competitors

Better than competitors

More or less same as competitors

Worse than competitors

Question 31

Can you please name a supplier whom you have found better or faster than ArcelorMittal in terms of?

East Asia

Response to your enquiry and order confirmationQuality of productsService performance (Timeliness of delivery, settlement time of claims, etc)

SIAM YAMATOJFESIAM YAMATO

Tata Steel ImujdenTata Steel ImujdenTata Steel Imujden

tatasteel

TATAJFE-BSCSC

no answer

Nippon Steel, China Steel

No commentsNo commentsNo comments

MMKSOMEWHAT SATISFIEDVERY SATISFIED

Near East


Ilva ItalyNipon steelRasselstain' Tata

Rasselstain' TataNoneNone

NonesameBetter

METINVEST, Severstal, Ilyich MariupolMaghreb Steel - MoroccooMMK Atakas - Turkey

MMK Atakas - TurkeyLucchini, For sae1006 Grade - Makeevka

Rasselstain

Rasselstain, Tata, NPSdepend on the type of material

i cannot sorryWR 1KP - RE-BARS A500S

ArcelorMittal is the better

China


NONENONENONE

Mail reply in timeSatisfiedno requirementKeep, no requirement

bayibayi

JiscoBaosteel.Bayi steel

bayi and Jiscobayi and Jisco

xinjiang bayi steeljiu steelxinjinag Bayi steel

BAOSTEELTKSBAOSTEEL

NAFTA


NucorNucor

CelsaNoneNone

GerdauAmeristeel-ThyssenKrupp

gallatinsamesame

nucorexcellentexcellent

ALGOMANUCOR

Nucor, USS, GerdauNucor TuscaloosaUSS

Gerdau

Swedish SteelUltra High StrengthExcellent

Nippon SteelNippon StellRasselstein

Essar AlgomaEssar Algoma

Essar AlgomaUS SteelEssar Algoma

EUCIS


,,,

Iran


NONESOMETIMES RUSSIAN QUALITY IS BETTER THAN KAZAKHSTANNONE

Severstal- RussiaSeverstal - Russia

MMKMMK

NO

THE SAME AS OTHERSI AM SATISFIED WITH QUALITY, THOUGH NO COMPARISON WITH OTHER COMPETITORSMECHEL IS BETTER IN TIMELY DELIVERY

ExcellentExcellent

LACA


STEEL FORCE

TERNIUMBUENABUENA

AUSTRALIA BLUE COOPIGUALBARCOS MAS NUEVOS.

Intermetals Company, Inc / ThyssenKrupp Alabama, USA

Steel ResourcesNippon SteelBhushan

Duferco

RasselsteinRasselsteinRasselstein

SIDOR CA

BAOSTEELUSIMINASBAOSTEEL

TERNIUM

TRADISAACEROS AREQUIPATRADISA

N.A.N.A.N.A.

Ternium

NUCORCORSANUCOR

MITSUI.MITSUI.MITSUI.

Union Steel CoreaUnion Steel CoreaUnion Steel Corea

NIPPON STEELNIPPON STEELNIPPON STEEL

xxx

ECUAEXNIPPON STEEL

DongbuPOSCOBlueScope

Siderurgica BalboaExcelentes, corresponde exactamente a lo solicitadoExcelente, cumple los plazos acordados

SRISRI

CELSA

Nippon SteelNippon StelNippon Steel

MARUBENIBUENABUENA

Middle East


Huyndai, Nippon steelvery goodprompt

Nippon Steel CorpnNippon Steel CorpnNippon Steel Corpn

Tin Can Components & Cermerboth above suppliers same as ArcelorCremer comparing to Arcelor

DONGBURASSELSTEINRASSELSTEIN

Bhushan Steel, IndiaJSW Steel, IndiaHyosung Corporation, Korea

HYUNDAI STEELRUUKKIHYUNDAI STEEL

HYUNDAI

Nippon Steel , Japan , Reselstain GermanyNippon Steel, Japan , Reselstain , GermanyNippon Steel , Japan , Dongbu, Korea , Tcc Korea, Posco, China

MMK Trading Agent and East Metals SA

Nippon / ThyssenSame as ArcelorSatisfactory

CELSA

Very GoodGood

HYUNDAIHYUNDAI, NIPPON

MMK TRADING

India


THYSSEN KRUPP, NASIK (India)

MACSTEEL INT. UK LTDSEVERSTAL EXPORT GMBHTATA STEEL

Africa


CONFIDENTIELCONFIDENTIELCONFIDENTIEL

ThyssenKrupp SteelSeverstalNant

NNNNNN

CELSACELSACELSA

TATATATATATA

STEEL LINK ( CORUS HOLANDE) //// ERDIMIR/ESDIMIRBonCorrecte

Question 32

What is the key reason for your purchases from ArcelorMittal?

TotalRegular AvailabilityProduct portfolio and Quality of productsCompetitive PricesGood service, on time deliveries, faster settlement of claimsAll of the aboveNo other choice

Near East2834.8%1052.2%1539.1%1117.4%54.3%18.7%2156.5%

China1918.8%431.3%618.8%40.0%031.3%66.3%1106.5%

NAFTA2730.4%856.5%1517.4%513.0%434.8%90.0%0152.1%

EUCIS2611.8%364.7%1735.3%95.9%217.6%55.9%2141.2%

Iran1340.0%540.0%530.0%430.0%440.0%50.0%0180.0%

India540.0%240.0%240.0%20.0%00.0%00.0%0120.0%

Africa2712.5%375.0%2012.5%36.3%212.5%30.0%0118.8%

LACA7629.2%2246.2%3536.9%2810.8%829.2%221.5%1153.8%

Middle East2138.9%866.7%1416.7%416.7%45.6%15.6%1150.2%

East Asia1729.4%535.3%623.5%423.5%423.5%40.0%0135.2%

AMI25927.2%7152.2%13528.3%7312.1%3122.0%572.9%7144.7%

TotalRegular AvailabilityProduct portfolio and Quality of productsCompetitive PricesGood service, on time deliveries, faster settlement of claimsAll of the aboveNo other choice

Near East2822.2%9.74433.4%14.61625.0%10.94811.1%4.8722.7%1.2045.6%2.436100.0%

China1917.7%3.57229.4%5.94717.7%3.5720.0%029.4%5.9475.9%1.197100.0%

NAFTA2720.0%8.20837.1%15.25511.4%4.6988.5%3.5122.9%9.3960.0%0100.0%

EUCIS268.4%3.06845.8%16.82225.0%9.1784.2%1.53412.5%4.5764.2%1.534100.0%

Iran1322.2%5.222.2%5.216.7%3.916.7%3.922.2%5.20.0%0100.0%

India533.3%233.3%233.3%20.0%00.0%00.0%0100.0%

Africa2710.5%3.37563.1%20.2510.5%3.3755.3%1.70110.5%3.3750.0%0100.0%

LACA7619.0%22.19230.0%35.11224.0%28.0447.0%8.20819.0%22.1921.0%1.14100.0%

Middle East2125.9%8.16944.4%14.00711.1%3.50711.1%3.5073.7%1.1763.7%1.176100.0%

East Asia1721.7%4.99826.1%6.00117.4%3.99517.4%3.99517.4%3.9950.0%0100.0%

AMI25918.8%70.52636.1%135.2119.5%73.2178.3%31.22715.2%57.0612.0%7.483100.0%

Question 32

000000

000000

000000

000000

000000

000000

000000

000000

000000

000000

000000

Regular Availability

Product portfolio and Quality of products

Competitive Prices

Good service, on time deliveries, faster settlement of claims

All of the above

No other choice

Question 33

What is the key reason for NOT placing your business with ArcelorMittal?

TotalPriceQualityAvailabilityDelivery Lead TimePayment terms optionsPoor ServiceAll of above

Near East2865.2%1813.0%434.8%1034.8%108.7%28.7%24.3%1169.5%

China1950.0%1031.3%637.5%718.8%412.5%212.5%218.8%4181.4%

NAFTA2765.2%184.3%143.5%1234.8%98.7%24.3%14.3%1165.1%

EUCIS2676.5%200.0%029.4%829.4%841.2%110.0%00.0%0176.5%

Iran1350.0%70.0%040.0%50.0%020.0%30.0%010.0%1120.0%

India5100.0%50.0%00.0%00.0%020.0%10.0%00.0%0120.0%

Africa2781.3%2243.8%1237.5%1037.5%1018.8%56.3%26.3%2231.5%

LACA7660.9%4610.9%823.4%1820.3%1520.3%153.1%23.1%2142.0%

Middle East2188.9%1911.1%25.6%133.3%727.8%611.1%20.0%0177.8%

East Asia1770.6%1229.4%523.5%423.5%417.6%30.0%00.0%0164.6%

AMI25967.8%17614.7%3828.8%7525.8%6719.6%514.8%124.4%11165.9%

TotalPriceQualityAvailabilityDelivery Lead TimePayment terms optionsPoor ServiceAll of above

Near East2838.5%18.2567.7%3.6420.5%9.74420.5%9.7445.1%2.4365.1%2.4362.5%1.204100.0%

China1927.6%9.517.3%5.94720.7%7.12510.4%3.5726.9%2.3756.9%2.37510.4%3.572100.0%

NAFTA2739.5%17.6042.6%1.16126.3%11.74521.1%9.3965.3%2.3492.6%1.1612.6%1.161100.0%

EUCIS2643.3%19.890.0%016.7%7.64416.7%7.64423.3%10.7120.0%00.0%0100.0%

Iran1341.7%6.50.0%033.3%5.20.0%016.7%2.60.0%08.3%1.3100.0%

India583.3%50.0%00.0%00.0%016.7%10.0%00.0%0100.0%

Africa2735.1%21.95118.9%11.82616.2%10.12516.2%10.1258.1%5.0762.7%1.7012.7%1.701100.0%

LACA7642.9%46.2847.7%8.28416.5%17.78414.3%15.42814.3%15.4282.2%2.3562.2%2.356100.0%

Middle East2150.0%18.6696.2%2.3313.1%1.17618.7%6.99315.6%5.8386.2%2.3310.0%0100.0%

East Asia1742.9%12.00217.9%4.99814.3%3.99514.3%3.99510.7%2.9920.0%00.0%0100.0%

AMI25940.9%175.6568.9%38.18717.3%74.53815.6%66.89711.8%50.8062.9%12.362.6%11.294100.0%

Question 33

00000000

00000000

00000000

00000000

00000000

00000000

00000000

00000000

00000000

00000000

00000000

Price

Quality

Availability

Delivery Lead Time

Payment terms options

Poor Service

All of above

Question 34

How do you view ArcelorMittal as a supplier?

TotalRegularOccasionalOpportunist

Near East2860.9%1734.8%104.3%1100%

China1962.5%1212.5%225.0%5100%

NAFTA2773.9%2013.0%413.0%4100%

EUCIS2688.2%2311.8%30.0%0100%

Iran1390.0%120.0%010.0%1100%

India580.0%420.0%10.0%0100%

Africa2787.5%2412.5%30.0%0100%

LACA7679.7%6115.6%124.7%4100%

Middle East2194.4%205.6%10.0%0100%

East Asia1764.7%1123.5%411.8%2100%

AMI25978.2%20315.5%406.3%16100%

Question 34

000

000

000

000

000

000

000

000

000

000

000

Regular

Occasional

Opportunist

Question 35

What parameters other than those already covered would you like to provide feedback on?

East Asia

not do it

PACHING TYGHTLY, IMPROVE SURFACE

Not do it

Customer visit in Order to provide update product and market situation. So far, very seldom visit.

Faster response time to our complaints and complaints from our customers

Near East

non

Nothing

I hope that gig to medium clients should have additional service online to check price and availability and stock.

YOU GIVE MORE ATTENTION TO SUPPLYING FACTORIES DIRECTLY RATHER THAN ENCOURAGING STOCKIST.

delay in delivery , prices

Kindly request you to insert our name into the label

China

Thank you very much, no comments

DELIVERY TIME,SERVICE,PRICE

we hope you can consider more chinese demand according to the chinese market situation.suppling a reasonable price.

NO other

NAFTA

We buy both domestic production and European production from ArcelorMittal. These should be analyzed seperately and not combined into one survey because there are varying issues with each.

Review your WEB page is very important for your customers status order information and actually it hasn't all information that we required.

NONE

Must have guaranteed supply from off shore mills.

Dofasco is very stringent with us on price even though they helped others when the market started to soften.

EUCIS

nothing else matters

Iran

WE CONSIDER OURSELVES AS AN EXTENSION OF ARCELOR MITTAL INT'L AND HAVE GROWN ALONG WITH THEM IN THE MARKET WE OPERATE IN. OUR 1ST PRIORITY FOR PURCHASE REMAINS AMI, WE ONLY BUY ELSEWHERE IF THERE IS NO AVAILABILITY WITH AMI OR ITS A PRODUC THEY DONT MAKE/

Improve quality of Material in Kazakhestan mill, which required investment and modify machinery. with good market like Iran, we expect AM to look for better quality at this mill.

NOTHING ELSE SO FAR

AMI is weak in terms of giving production status of the cargoes and also re shipping docs despite our request, they are not sending us copy of the shipping docs before or even simultaneously with submission to our bank

LACA

Innovar en forma de pago. Ej: Vender sin carta de crdito, igual que proveedor nacional.

LA SITUACION VENEZOLANA NO HA SIDO ABORDADA DE LA MANERA DEBIDA

CREAN UNA ESPECTATIVA DE PRECIO Y FINALMENTE NO CUMPLEN, INCREMENTANDO EL PRECIO

QUE ENVIEN MAS SEGUIDO LOS STATUS DE LOS EMBARQUES

DESARROLLO DE NUEVOS PRODUCTOS

Mantener regularidad de exportacin

.HE SIDO UNA CLIENTA LA PRIMERA FABRICA QUE PROBO SU MATERIAL DE TUBARAO Y CREO QUE HE SIDO UNA CLIENTA REGULAR CON UDS. SIEMPRE UDS. TENGAN PARA EXPORTAR.

MAYOR ATENCION DE LA PARTE LOGISTICA, NO SON OPORTUNOS EN LA CONSECUCION DE BUQUES Y NO AVISAN CON TIEMPO

Que su Representante nos comunique ofertas cuando los precios estan bajos

Incluir evaluacin de desempeo del soporte tcnico previo y posterior a la entrega. Previo consideramos que el servicio es muy satisfactorio. En el postentrega, debe ser mejorado.

PAGO ANTICIPADO DEL 20% Y EL SALDO CON DOCUMENTOS DE CONFIRMACION DE EMBARQUE

Hemos tenido demasiados reclamos enviados a ustedes con el material recibido, nos parece que estan enviando a Peru material de segunda ya que los defectos son sumamente notorios, no estamos contentos con la calidad y estamos seriamente pensando en dejar d

HAY TRAMITES DEMORADOS ENTRE TUBARAO, LUXEMBURGO Y COLOMBIA

En el envo de planchas JIS casi siempre vienen oxidadas, aprox. 20% del total.

En el 2011 han perdido estatus como proveedor principal debido a atrasos y disponibilidad

La calidad del producto.

en comprs a Arcelor Tubarao nos limita mucho los espesores y formatos que ofrecen

apoyar mas a sus clientes leales en contra de la competencia. Que venda a traves de distribuidores independientes y no le compita al canal distribuidor

Disponibilidad de nuevos productos recubiertos y prepintados.

x

Politica de Ventas ms clara

NoneNinguno

solucion a problemas de calidad

CONSIDERAR QUE SOMOS CLIENTES DE MUCHOS AOS Y FIDELIZADOS Y MERECEMOS UNA CONSIDERACION EN LA FORMA DE PAGO Y EL TIEMPO DE ENTREGA.

Quisiera que vieran la posibilidad de eliminar tanta burocracia y papeleos al momento de cerrar una compra, para cada compra es necesaria firmar y aprobra una serie de documentos cuando ya llevamos ms de 1o aos de relacin comercial. Esto debera ser mu

Middle East

pls imporve on the shipment voyage time.transit tiem

Market trend should be advised periodically.

My dear ,, i am facig a big dificlty to reach Arcelor People ,, they refuse to give me their mobile Nos. so it is very dificult to reach them for emergencies ,, we are not calling to wast their times ,, Other Mills are excellent ,, you can reach their per

Nil

Due to Bulk supply, we are soring material & using,in this process in last year more than 200MT we lost due to white rust, if you advice us to remove white rust, it will help for both(supplier & customer).

UNIFORMITY OF PRICES FOR STD AND NON-STD LENGTHS; LESS LC CHARGES;

India

PRICE & TERMS

They have to follow price of products as per market of country where they are selling and also give priority to manufacturers rather than traders to stay in steel market of Pakistan for long time.

Africa

LA DISPONIBILITE/ LE PRIX/ LA QUALITE

Politique du march

Couverture (changement de devises - traitement financier des dossiers

L'envoi des documents aux clients temps pour le ddouanement.

Ne pas offrir le meme prix a celui qui achete un gros tonnage et petit tonnage surtout quand c'est sur le meme navire

Our key sales are into East Africa where market is about 3,000mt / month. so not huge. However very competitive as the main suppliers are Highveld South Africa and Indian mills. Arcelor are far more expensive ( freight is an element ) but if Arcelor wante

We thank you for your time and attention. As a last request, can you please state one or two most important areas where ArcelorMittal needs to improve.

East Asia

Price & Shipment

Pricing

Thank for you

Competitive Pricing policyservices

CUSTOMER CENTERED, SKETCH SIZE AS CUSTOMERS REQUEST

Thank for you.

Product quality - severe rolling marks on beams

Near East

Price

Connection with the costumers

AM Mills , should react quickly to market conditions in order to be competitive

More communication with customer about shipment

Sales department should act faster, reply emails, answer phones, give at least a fast feedback

to be more flexible, not so beaurocratic

1- PRICES2-PRICES

Cooperation with local active persons for sales in Arab countries. Establishing a service center in the area to supply Syria, Lebanon, Jordan, Iraq and I'm ready to work for you in this.

delay in delivery , prices

connection with customers

N. and E europe

China

NONE

Thank you very much, no comments

DELIVERY TIME,SERVICE,PRICE

Your company can maximum limit control arrival time of the bill of lading and other documents.

chance of compensation is very lowstable quality; regulalr supply; reasonable price.

not have

on time delivery

no

CLAIM

regular and avaliable product and reasonable price as compared to chinese market.

satisfied with the service of ArcelorMittalkeep doing well

NAFTA

lead time, on time delivery

Become more ONE company. Too many differences in behaviour between the various divisions. Also, be more flexible to customer needs (applies to a few divisions only). Follow to example of AM Dofasco

SAP conversion at LaPlace has been extremely disruptive to our business. Not beneficial for your customers or ArcelorMittal inside sales forced to work with the new system. This may improve with time but until it does our volume is about 1/2 of what it wo

Improve your internal control between mill certificates and material shipped, sometimes we receive material without their correct mill certificate

complete shipments on time

PRICE ,AVAILABILITY.

faster and more agressive reaction on price adjustment following the market

Consistant availability.

consistent competitive pricing and availability

Entender que el mercado en America se mueve diferente que en Europa Asia.

SHIP ORDERS COMPLETE & DELIVER ON TIME

Reaction to market prices (particularly in a down market), speed of quotation

DELIVERYWork with the customer

EUCIS

reaction time to enquiriesrespect of delivery times

Iran

CLAIM AND COMPLAINT SETTLEMENT

1- Quality of product at Timirtau mill. 2- stabities of price in market as biggest producer in the world.

,regular informing buyers of new prices.

SURFACE QUALITY OF HRC & HRS THE WEIGHT OF EACH COIL (IF IT IS BETWEEN 9 TO 13 MT IS BETTER THAN WHAT IS SUPPLIED NOW TO US)

AMI is very good in terms of good and friendly relations with the customers; it is not only my exclamation but yr other customers as well. Even if no biz for a month, we are regurarely contacted by yr sales office and mamanger; that's a very good positive

LACA

Vender mas linea de productos. Ej : Vender tambien l/Frio y Galvanizado.

DEBEN FLEXIBILIZAR SUS CREDITOS CON CLIENTES YA CONOCIDOS

VENTAS

UN POCO EN LO RELACIONADO EN LOS DESPACHOS Y EMBARUQES

INFORMACION POR LA REPROGRAMACIONES

AMPLIAR LA COTIZACION A TODOS LOS PRODUCTOS SOLICITADOS

OFRETA DE PRODUCTOS

ES IMPORTANTE RESALTAR QUE LA DOCUMENTACION LUEGO DE FECHA DE EMBARQUE DEMORA EN LLEGARNOS CON FRECUENCIA.

Notificacin avance de produccin e informacin de embarque

LOS BARCOS MUY POCOS Y MUY VIEJOS HEMOS TENIDO ATRASO DE MAS DE UN MES POR FALTA DE BARCO .

TIEMPO DE ENTREGA DEL PEDIDO Y MEJORAR SU FORMA DE PAGO

LOGISTICA Y ASISTENCIA TECNICA

Utilizar la web para hacernos conocer ofertas cuando los precios estan en baja

1.- Mejorar soporte tcnico en la postentrega con visita al cliente para revisar el desempeo del producto suministrado durante su procesamiento identificando oportunidades de mejora. 2.- Area de Finanzas: apuntar a que los acuerdos en las condiciones d

DISPONIBILIDAD DE MATERIALSOLUCION RAPIDA DE RECLAMOS

continuidad

Calidad

El primer feed back, de precios, por sobre el mercado.Baja apertura de la oferta, respecto de los multiples origenes de las usinas, generalmente para Chile, es solo brasil. USA, EU Este, etc?

AREA DE DOCUMENTACION: ENVIO DE CONFIRMACIONES, INFORMACION PARA LA APERTURA DE LA L/C E INFORMACION DE EMBARQUE DE LA MERCADERIA

Cotizaciones ms rpidasEl envo de documentacin original casi nunca llega a tiempo, por lo que hay que utilizar los que llegan fuera de LC, y endosarlos por el Banco de Per, lo cual demora y tiene costo para nosotros.Creo que ya son 3 4 veces que

disponibilidad, atrasos de produccion

Atencion al cliente en los reclamos, soprote tecnico y acompaamiento en la parte tecnica.

Ampliar rangos de ProduccinAmpliar terminos de pago

MEJORAR LA CALIDAD DEL PRODUCTO.CAPACIDAD DE RESPUESTA.

Mejor transferencia de nuevos productos.

CREDITO DIRECTO

LA RESPUESTA A LAS SOLICITUD DE COTIZACION SON MUY LENTAS, SIEMPRE RESPONDEN DESPUES DE UNA SEMANA

x

NoneNinguno

1.-Atencin de reclamos2.-Individualizacin clara (marcas) de los productos.

Tiempo de respuesta en el despacho de acero revestido

CalidadEmbalaje

RESPUESTA INMEDIATA DE LA CASA MATRIZ RESPECTO A LA SOLICITUD QUE REALIZA NUESTRO REPRESENTANTE EN OFICINAS DE PERU

Precios ms competitivos y mejores plazos de entrega.

Informacin de la produccin y estatus de embarque de los pedidos, esto nunca lo informan, siempre el cliente debe estar preguntando el estatus de los pedidos, lo mismo pasa con los retrasos nunca son informados, solamente nos enteramos al preguntar por l

Middle East

pricing

price/ delivery schedue and flexible payment terms

The line of communication and local visits to be improved.

delivery time avoid too many partial shipments

QUALITY OF TINPLATE/ TFS SHEETS FOR EOE SHELLS

Lead Time and Price

NO. OF PARTIAL SHIPMENTS EFFECTED IN ONE ORDERNEED TO IMPROVE PRICING COMPARED TO COMPETITORS

Documentation

1- Documents Dept. ,2- Mobiles nos. of all concerned people to be given for customers for more contacts and business ,3- Prices to be more competitive ,4- Claims to be solved ASAP< ......Others ,,,

Price, Claim Settlement, Keeping up the contractterms

1).Customers confedence to be improved on Arcelormittal.2).Kindly show somewhat interest on customers needs.

PROVIDE QUARTERLY PRICE UPDATES ACCORDING TO MARKET TRENDS.

India

shorten delivery time

PRICE & CLAIM SETTLEMENT

close coordination with manufacturers and understand their requirements.

Africa

Modalits de paiement plus attractives

TARIFICATION

DELAI DE LIVRAISON

Qualit des prestations (par expl. documents) trs irrgulire d'une usine l'autre

Mieux connatre les demandes du march et adapter la production en consquence

le problme documents et la concurrence avec CELSA dans la march algrien qui est riche et potentiel.

LA LIVRAISON

PRIX ET MODALITE DE REGLEMENT

No coment

Pricing!!

Question 32: Answer is not valid. We buy the balance of our requirements via Trident Steel in SA.

No professional / contractural or logistic improvement needed. Overal a very pleasent experience to deal with Arcelor. Just would like to be able to have more competitive pricing on full range of products for my markets.

Grf5

0.45

0.23

0.14

0.18

AMI

Question 1

Please write the name of your company in the box below:

Question 2

Please write your name and your designation in the box below:

Question 3

What is the main activity of your company?

End UserStockistChannelTrader

TotalEnd UserStockistChannelTraderAMI45%23%14%18%

Near East2855.6%1629.6%87.4%244.4%12137.0%

China1941.2%823.5%429.4%629.4%6123.5%

NAFTA2725.9%729.6%855.6%157.4%2118.5%

EUCIS2656.5%158.7%28.7%234.8%9108.7%

Iran1316.7%216.7%225.0%383.3%11141.7%

India580.0%40.0%00.0%040.0%2120.0%

Africa2760.0%1630.0%815.0%410.0%3115.0%

LACA7655.4%4240.5%3113.5%106.8%5116.2%

Middle East2181.0%1714.3%30.0%019.0%4114.3%

East Asia1764.7%1123.5%45.9%117.6%3111.7%

AMI25953.1%13827.4%7116.8%4321.9%57119.2%

TotalEnd UserStockistChannelTraderTotalEnd UserStockistChannelTrader

Near East28.000.5615.570.308.290.072.070.4412.431.37Near East28.0041%11.3622%6.055%1.5132%9.07100%

China19.000.417.830.244.470.295.590.295.591.24China19.0033%6.3419%3.6224%4.5224%4.52100%

NAFTA27.000.266.990.307.990.5615.010.072.001.19NAFTA27.0022%5.9025%6.7447%12.676%1.69100%

EUCIS26.000.5714.690.092.260.092.260.359.051.09EUCIS26.0052%13.518%2.088%2.0832%8.32100%

Iran13.000.172.170.172.170.253.250.8310.831.42Iran13.0012%1.5312%1.5318%2.2959%7.64100%

India5.000.804.000.000.000.000.000.402.001.20India5.0067%3.330%0.000%0.0033%1.67100%

Africa27.000.6016.200.308.100.154.050.102.701.15Africa27.0052%14.0926%7.0413%3.529%2.35100%

LACA76.000.5542.100.4130.780.1410.260.075.171.16LACA76.0048%36.2335%26.4912%8.836%4.45100%

Middle East21.000.8117.010.143.000.000.000.193.991.14Middle East21.0071%14.8813%2.630%0.0017%3.49100%

East Asia17.000.6511.000.244.000.061.000.182.991.12East Asia17.0058%9.8521%3.585%0.9016%2.68100%

AMI259.000.53137.560.2771.060.1743.500.2256.741.19AMI259.0045%117.0323%59.7614%36.3318%45.88100%

Question 3

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

End User

Stockist

Channel

Trader

Question 4

0

0

0

0

AMI

Total AMI

Question 5

In case of end users, please let us know the market segment in which you operate:


Near East2813.3%40.0%013.3%40.0%00.0%00.0%00.0%020.0%66.7%226.7%746.7%1346.7%13173.4%

China197.7%115.4%315.4%323.1%423.1%47.7%115.4%338.5%70.0%023.1%47.7%130.8%6207.9%

NAFTA2710.0%30.0%010.0%310.0%30.0%00.0%010.0%310.0%30.0%00.0%060.0%1640.0%11150.0%

EUCIS2640.0%1013.3%36.7%26.7%20.0%06.7%20.0%00.0%00.0%00.0%060.0%166.7%2140.1%

Iran130.0%025.0%325.0%30.0%00.0%00.0%00.0%00.0%00.0%00.0%050.0%750.0%7150.0%

India525.0%10.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%050.0%375.0%

Africa2714.3%47.1%235.7%107.1%20.0%00.0%014.3%40.0%00.0%00.0%014.3%450.0%14142.8%

LACA7614.0%1111.6%944.2%342.3%24.7%44.7%42.3%29.3%70.0%07.0%527.9%2134.9%27162.9%

Middle East215.9%111.8%20.0%00.0%05.9%10.0%011.8%229.4%60.0%011.8%241.2%923.5%5141.3%

East Asia1723.1%40.0%023.1%47.7%17.7%10.0%00.0%07.7%10.0%00.0%038.5%746.2%8154.0%

AMI25915.1%398.8%2323.7%625.3%144.1%112.6%75.3%1411.6%300.7%27.6%2035.9%9336.0%93156.9%


Near East287.7%3.7240.0%07.7%3.7240.0%00.0%00.0%00.0%011.5%5.63.9%1.87615.4%7.47626.9%13.07626.9%13.076100.0%

China193.7%1.4637.4%2.9267.4%2.92611.1%4.38911.1%4.3893.7%1.4637.4%2.92618.5%7.3150.0%011.1%4.3893.7%1.46314.8%5.852100.0%

NAFTA276.7%2.70.0%06.7%2.76.7%2.70.0%00.0%06.7%2.76.7%2.70.0%00.0%040.0%16.226.7%10.8100.0%

EUCIS2628.6%10.49.5%3.4584.8%1.7424.8%1.7420.0%04.8%1.7420.0%00.0%00.0%00.0%042.8%15.64.8%1.742100.0%

Iran130.0%016.7%3.2516.7%3.250.0%00.0%00.0%00.0%00.0%00.0%00.0%033.3%6.533.3%6.5100.0%

India533.3%1.250.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%00.0%066.7%2.5100.0%

Africa2710.0%3.8615.0%1.91725.0%9.6395.0%1.9170.0%00.0%010.0%3.8610.0%00.0%00.0%010.0%3.86135.0%13.5100.0%

LACA768.6%10.647.1%8.81627.1%33.5921.4%1.7482.9%3.5722.9%3.5721.4%1.7485.7%7.0680.0%04.3%5.3217.1%21.20421.4%26.524100.0%

Middle East214.2%1.2398.4%2.4780.0%00.0%04.2%1.2390.0%08.4%2.47820.8%6.1740.0%08.4%2.47829.2%8.65216.6%4.935100.0%

East Asia1715.0%3.9270.0%015.0%3.9275.0%1.3095.0%1.3090.0%00.0%05.0%1.3090.0%00.0%025.0%6.54530.0%7.854100.0%

AMI2599.6%39.2045.6%22.84515.1%61.53.4%13.8052.6%10.5091.7%6.7773.4%13.7137.4%30.1660.5%1.8764.8%19.66322.9%93.10123.0%93.283100.0%

Question 5

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

000000000000

Re-rolling

Coating

Pipe Making

Machinery Building

Auto

White Goods

Drums & Barrels

Packaging

Ship Building

Pressure Vessels

Construction

Other

Question 6

What all products do you purchase from ArcelorMittal?


Near East2840.7%1129.6%837.0%1014.8%47.4%214.8%433.3%937.0%1029.6%837.0%1022.2%63.7%122.2%6329.3%

China1956.3%1150.0%106.3%10.0%06.3%125.0%518.8%40.0%00.0%00.0%00.0%06.3%118.8%4187.8%

NAFTA2759.3%1633.3%918.5%511.1%37.4%27.4%240.7%1111.1%33.7%129.6%80.0%00.0%014.8%4236.9%

EUCIS2642.9%1133.3%952.4%1414.3%44.8%10.0%00.0%019.0%528.6%733.3%90.0%00.0%04.8%1233.4%

Iran1375.0%1083.3%1158.3%80.0%00.0%025.0%350.0%783.3%1133.3%433.3%450.0%733.3%416.7%2541.5%

India520.0%140.0%220.0%10.0%00.0%020.0%10.0%040.0%220.0%10.0%020.0%10.0%00.0%0180.0%

Africa2772.2%1955.6%1538.9%1116.7%511.1%30.0%027.8%822.2%616.7%522.2%60.0%00.0%022.2%6305.6%

LACA7662.5%4831.9%2418.1%1415.3%120.0%05.6%418.1%1430.6%2315.3%1216.7%135.6%42.8%29.7%7232.2%

Middle East2133.3%723.8%514.3%34.8%114.3%328.6%623.8%514.3%39.5%228.6%60.0%00.0%04.8%1200.1%

East Asia1729.4%523.5%45.91000.0%00.0%05.9%15.9%135.3%60.0%017.6%35.9%15.9%111.8%2731.2%

AMI25953.7%13937.3%9764.2%16610.8%284.8%1310.2%2622.3%5826.8%6915.5%4022.8%597.3%193.7%1013.0%34292.4%


Near East2812.4%119.0%811.2%104.5%42.2%24.5%410.1%911.2%109.0%811.2%106.7%61.1%16.7%6100.0%

China1930.0%1126.6%103.4%10.0%03.4%113.3%510.0%40.0%00.0%00.0%00.0%03.4%110.0%4100.0%

NAFTA2725.0%1614.1%97.8%54.7%33.1%23.1%217.2%114.7%31.6%112.5%80.0%00.0%06.2%4100.0%

EUCIS2618.4%1114.3%922.5%146.1%42.1%10.0%00.0%08.1%512.3%714.3%90.0%00.0%02.1%1100.0%

Iran1313.9%1015.4%1110.8%80.0%00.0%04.6%39.2%715.4%116.1%46.1%49.2%76.1%43.1%2100.0%

India511.1%122.2%211.1%10.0%00.0%011.1%10.0%022.2%211.1%10.0%011.1%10.0%00.0%0100.0%

Africa2723.6%1918.2%1512.7%115.5%53.6%30.0%09.1%87.3%65.5%57.3%60.0%00.0%07.3%6100.0%

LACA7626.9%4813.7%247.8%146.6%120.0%02.4%47.8%1413.2%236.6%127.2%132.4%41.2%24.2%7100.0%

Middle East2116.6%711.9%57.1%32.4%17.1%314.3%611.9%57.1%34.7%214.3%60.0%00.0%02.4%1100.0%

East Asia174.0%53.2%480.7%1000.0%00.0%00.8%10.8%14.8%60.0%02.4%30.8%10.8%11.6%2100.0%

AMI25918.4%13912.7%9722.0%1663.7%281.7%133.5%267.6%589.2%695.3%407.8%592.5%191.3%104.4%34100.0%

Question 6

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

HR

CR

HDG

Al-Zn

Electro Galva

Tinplate

HR Plates

Wire Rod

Rebars

Sections

Billets

Slabs

Other

Question 7

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

0000000000000

HR

CR

HDG

Al-Zn

Electro Galva

Tinplate

HR Plates

Wire Rod

Rebars

Sections

Billets

Slabs

Other

Question 8

Which is the main supplier of the products you buy from ArcelorMittal?


Near East2811.1%340.7%1137.0%100.0%00.0%033.3%933.3%9155.4%

China1956.3%110.0%018.8%46.3%10.0%00.0%031.3%6112.7%

NAFTA270.0%00.0%033.3%911.1%381.5%223.7%13.7%1133.3%

EUCIS269.5%233.3%923.8%619.0%50.0%04.8%128.6%7119.0%

Iran1375.0%1050.0%78.3%125.0%30.0%00.0%016.7%2175.0%

India520.0%160.0%30.0%00.0%00.0%00.0%040.0%2120.0%

Africa275.6%211.1%322.2%616.7%55.6%25.6%250.0%14116.8%

LACA760.0%01.4%118.1%145.6%41.4%177.8%5926.4%20130.7%

Middle East219.5%24.8%138.1%828.6%60.0%00.0%042.9%9123.9%

East Asia1723.5%40.0%017.6%341.2%75.9%111.8%229.4%5129.4%

AMI25913.3%3513.4%3523.5%6113.2%349.9%2628.7%7429.1%75131.1%


Near East287.1%3.10826.2%11.39623.8%10.360.0%00.0%021.4%9.32421.4%9.324100%

China1950.0%10.6970.0%016.7%3.5725.6%1.1970.0%00.0%027.8%5.947100%

NAFTA270.0%00.0%025.0%8.9918.3%2.99761.1%22.0052.8%0.9992.8%0.999100%

EUCIS268.0%2.4728.0%8.65820.0%6.18816.0%4.940.0%04.0%1.24824.0%7.436100%

Iran1342.9%9.7528.6%6.54.7%1.07914.3%3.250.0%00.0%09.5%2.171100%

India516.7%150.0%30.0%00.0%00.0%00.0%033.3%2100%

Africa274.8%1.5129.5%2.99719.0%5.99414.3%4.5094.8%1.5124.8%1.51242.8%13.5100%

LACA760.0%01.1%1.06413.8%13.7564.3%4.2561.1%1.06459.5%59.12820.2%20.064100%

Middle East217.7%1.9953.9%1.00830.8%8.00123.1%6.0060.0%00.0%034.6%9.009100%

East Asia1718.2%3.9950.0%013.6%2.99231.8%7.0044.6%1.0039.1%2.00622.7%4.998100%

AMI25910.2%34.52710.2%34.62317.9%60.93310.1%34.1597.5%25.58421.9%74.21722.2%75.448100%

Question 8

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

ArcelorMittal Temirtau

ArcelorMittal Kriyviy Rih

ArcelorMittal Flat Carbon Europe

ArcelorMittal Long Carbon Europe

ArcelorMittal North America

ArcelorMittal South America

Other

Question 9

How frequently do you submit inquiries to ArcelorMittal?


Near East2850.0%1438.5%1111.5%30.0%0100%

China1981.3%1512.5%20.0%06.3%1100%

NAFTA2759.3%1637.0%103.7%10.0%0100%

EUCIS2676.2%2023.8%60.0%00.0%0100%

Iran1391.7%128.3%10.0%00.0%0100%

India560.0%340.0%20.0%00.0%0100%

Africa2782.4%225.9%25.9%25.9%2100%

LACA7652.9%4027.1%2111.4%98.6%7100%

Middle East2147.6%1047.6%104.8%10.0%0100%

East Asia1752.9%941.2%75.9%10.0%0100%

AMI25962.4%16227.6%726.4%163.6%9100%

Question 9

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Monthly

Quarterly

Six Monthly

Annually

Question 10

How often do you successfully place an order with ArcelorMittal?


Near East2838.5%1130.8%911.5%319.2%5100%

China1968.8%1318.8%40.0%012.5%2100%

NAFTA2744.4%1237.0%107.4%211.1%3100%

EUCIS2661.9%1628.6%79.5%20.0%0100%

Iran1366.7%933.3%40.0%00.0%0100%

India540.0%240.0%220.0%10.0%0100%

Africa2776.5%215.9%20.0%017.6%5100%

LACA7630.0%2335.7%2718.6%1415.7%12100%

Middle East2123.8%561.9%134.8%19.5%2100%

East Asia1735.3%647.1%817.6%30.0%0100%

AMI25945.2%11733.1%8610.4%2711.4%29100%

Question 10

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Monthly

Quarterly

Six Monthly

Annually

Question 11

What is your share of purchase from ArcelorMittal?

Total< 10%10 - 20%20 - 50%> 50%

Near East2830.8%926.9%826.9%815.4%4100%

China1918.8%418.8%425.0%537.5%7100%

NAFTA2740.0%1132.0%928.0%80.0%0100%

EUCIS2630.0%815.0%435.0%920.0%5100%

Iran1316.7%225.0%38.3%150.0%7100%

India50.0%020.0%140.0%240.0%2100%

Africa2717.6%529.4%847.1%135.9%2100%

LACA7627.5%2117.4%1333.3%2521.7%16100%

Middle East2110.0%230.0%630.0%630.0%6100%

East Asia1741.2%735.3%611.8%211.8%2100%

AMI25926.1%6823.7%6130.3%7819.9%52100%

Question 11

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

< 10%

10 - 20%

20 - 50%

> 50%

Question 12

What is your preferred Incoterms?


Near East283.8%130.8%984.6%243.8%1123.0%

China1912.5%218.8%468.8%1325.0%5125.1%

NAFTA278.0%244.0%1212.0%344.0%12108.0%

EUCIS265.0%110.0%360.0%1635.0%9110.0%

Iran130.0%075.0%1075.0%100.0%0150.0%

India50.0%00.0%0100.0%50.0%0100.0%

Africa275.9%211.8%382.4%225.9%2106.0%

LACA761.4%15.8%495.7%730.0%0102.9%

Middle East215.0%15.0%180.0%1715.0%3105.0%

East Asia170.0%011.8%294.1%160.0%0105.9%

AMI2594.1%1118.2%4776.5%19812.2%32110.9%


Near East343.1%1.06425.0%8.62468.8%23.6883.1%1.064100.0%

China2310.0%2.37515.0%3.57255.0%13.07220.0%4.75100.0%

NAFTA297.4%2.1640.7%11.8811.1%3.2440.7%11.88100.0%

EUCIS284.5%1.39.1%2.654.5%15.631.8%9.1100.0%

Iran190.0%050.0%9.7550.0%9.750.0%0100.0%

India50.0%00.0%0100.0%50.0%0100.0%

Africa285.6%1.59311.1%3.18677.7%22.2485.6%1.593100.0%

LACA781.4%1.0645.6%4.40893.0%72.7320.0%0100.0%

Middle East224.8%1.054.8%1.0576.2%16.814.3%3.15100.0%

East Asia180.0%011.1%2.00688.9%15.9970.0%0100.0%

AMI2873.7%10.60616.4%47.07669.0%198.12711.0%31.537100.0%

Question 12

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

EXW

FCA/ FAS/ FOB

CFR/ CIF/ CPT/ CIP

DAF/ DES/ DEQ/ DDU/ DDP

Question 13

Which are your preferred payment method/terms?


Near East287.7%2.211.5%311.5%350.0%1415.4%446.2%13142.3%

China190.0%0.00.0%00.0%043.8%856.3%1112.5%2112.6%

NAFTA274.3%1.20.0%08.7%20.0%013.0%478.3%21104.3%

EUCIS265.3%1.421.1%50.0%00.0%010.5%373.7%19110.6%

Iran138.3%1.125.0%316.7%275.0%1016.7%28.3%1150.0%

India50.0%0.00.0%040.0%260.0%320.0%120.0%1140.0%

Africa275.9%1.60.0%017.6%523.5%617.6%541.2%11105.8%

LACA761.4%1.115.9%128.7%720.3%1520.3%1540.6%31107.2%

Middle East215.3%1.15.3%110.5%226.3%636.8%831.6%7115.8%

East Asia170.0%00.0%05.9%147.1%835.3%623.5%4111.8%

AMI2593.7%109.7%259.4%2427.2%7022.5%5842.6%110115.1%


Near East285.4%2.1568.1%3.228.1%3.2235.1%1410.8%4.31232.5%12.936100.0%

China190.0%00.0%00.0%038.9%8.32250.0%10.69711.1%2.375100.0%

NAFTA274.1%1.1610.0%08.3%2.3490.0%012.5%3.5175.1%21.141100.0%

EUCIS264.8%1.37819.1%5.4860.0%00.0%09.5%2.7366.6%19.162100.0%

Iran135.5%1.07916.7%3.2511.1%2.17150.0%9.7511.1%2.1715.5%1.079100.0%

India50.0%00.0%028.6%242.9%314.3%114.3%1100.0%

Africa275.6%1.5930.0%016.6%4.75222.2%6.34516.6%4.75238.9%11.124100.0%

LACA761.3%1.06414.8%12.0848.1%6.61218.9%15.42818.9%15.42837.9%30.856100.0%

Middle East214.6%1.1134.6%1.1139.1%2.20522.7%5.52331.8%7.72827.3%6.636100.0%

East Asia170.0%00.0%05.3%1.00342.1%8.00731.6%6.00121.0%3.995100.0%

AMI2593.2%9.5448.4%25.1538.2%24.31223.6%70.37519.6%58.32937.0%110.304100.0%

Question 13

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

0000000

Advanced payment

10 or 20% with order and balance against documents

Cash against Documents

L/C at Sight

L/C at more than 30 days from B/L date

Open terms at more than 30 days from B/L date.

Question 14

Are you satisfied with payment terms offered by AMI?


Near East2815.4%453.8%1526.9%83.8%1100%

China1931.3%637.5%731.3%60.0%0100%

NAFTA2726.1%765.2%188.7%20.0%0100%

EUCIS2615.8%452.6%1426.3%75.3%1100%

Iran1333.3%458.3%88.3%10.0%0100%

India520.0%160.0%30.0%020.0%1100%

Africa2711.8%364.7%1711.8%311.8%3100%

LACA7626.1%2056.5%4314.5%112.9%2100%

Middle East2142.1%942.1%910.5%25.3%1100%

East Asia1735.3%658.8%105.9%10.0%0100%

AMI25924.9%6555.3%14315.9%413.8%10100%

Question 14

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 15

Do you receive a response to your enquiry?


Near East2879.2%2220.8%60.0%00.0%0100%

China1962.5%1231.3%66.3%10.0%0100%

NAFTA2765.2%1834.8%90.0%00.0%0100%

EUCIS2668.4%1831.6%80.0%00.0%0100%

Iran1358.3%841.7%50.0%00.0%0100%

India560.0%320.0%120.0%10.0%0100%

Africa2776.5%2123.5%60.0%00.0%0100%

LACA7668.7%5225.4%196.0%50.0%0100%

Middle East2189.5%1910.5%20.0%00.0%0100%

East Asia1758.8%1035.3%65.9%10.0%0100%

AMI25970.1%18226.9%703.0%80.0%0100%

Question 15

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 16

Are you satisfied with the response time of your inquiries?


Near East2829.2%862.5%188.3%20.0%0100%

China1943.8%850.0%106.3%10.0%0100%

NAFTA2734.8%956.5%158.7%20.0%0100%

EUCIS2652.6%1442.1%115.3%10.0%0100%

Iran1358.3%825.0%316.7%20.0%0100%

India540.0%260.0%30.0%00.0%0100%

Africa2741.2%1158.8%160.0%00.0%0100%

LACA7634.3%2653.7%416.0%56.0%5100%

Middle East2147.4%1052.6%110.0%00.0%0100%

East Asia1735.3%658.8%105.9%10.0%0100%

AMI25939.5%10253.0%1375.8%151.8%5100%

Question 16

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Very satisfied

Somewhat satisfied

Not satisfied


Question 17

In what percentage of Order Confirmations, do you need to call up the sales manager/ArcelorMittal office to ask for a correction? (Mistyped/Wrong information-Other than what was agreed to, etc)

TotalLess than 5% casesBetween 5% and 10%Between 10% and 25%More than 25%

Near East2858.3%1620.8%612.5%48.3%2100%

China1981.3%156.3%16.3%16.3%1100%

NAFTA2786.4%230.0%013.6%40.0%0100%

EUCIS2673.7%1915.8%410.5%30.0%0100%

Iran1381.8%1118.2%20.0%00.0%0100%

India580.0%420.0%10.0%00.0%0100%

Africa2768.8%1925.0%70.0%06.3%2100%

LACA7676.1%5814.9%117.5%61.5%1100%

Middle East2184.2%185.3%15.3%15.3%1100%

East Asia1782.4%1417.6%30.0%00.0%0100%

AMI25976.1%19714.2%376.9%182.9%7100%

Question 17

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Less than 5% cases

Between 5% and 10%

Between 10% and 25%

More than 25%

Question 18

Do you get an update on production status of your order?


Near East2829.2%837.5%1125.0%78.3%2100%

China1956.3%1118.8%425.0%50.0%0100%

NAFTA2734.8%952.2%148.7%24.3%1100%

EUCIS2647.4%1226.3%721.1%55.3%1100%

Iran1316.7%241.7%525.0%316.7%2100%

India540.0%20.0%020.0%140.0%2100%

Africa2725.0%725.0%743.8%126.3%2100%

LACA7613.4%1022.4%1738.8%2925.4%19100%

Middle East2110.5%247.4%1026.3%615.8%3100%

East Asia1735.3%635.3%629.4%50.0%0100%

AMI25927.0%7030.9%8029.2%7612.9%33100%

Question 18

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 19

Are you informed when your material is loaded / shipped?


Near East2854.2%1529.0%816.7%50.0%0100%

China1975.0%1425.0%50.0%00.0%0100%

NAFTA2752.2%1430.4%817.4%50.0%0100%

EUCIS2673.7%1926.3%70.0%00.0%0100%

Iran13100.0%130.0%00.0%00.0%0100%

India560.0%30.0%040.0%20.0%0100%

Africa2750.0%1431.3%818.8%50.0%0100%

LACA7649.3%3731.3%2414.9%114.5%3100%

Middle East2152.6%1126.3%615.8%35.3%1100%

East Asia1752.9%935.3%611.8%20.0%0100%

AMI25957.8%15027.7%7212.8%331.8%5100%

Question 19

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the times

Sometimes only

Never

Question 20

Are you satisfied with the number of partial shipments done?

TotalSatisfied. As requiredNot satisfied. Too many partial shipments

Near East2866.7%1933.3%9100%

China1968.8%1331.3%6100%

NAFTA2773.9%2026.1%7100%

EUCIS2694.7%255.3%1100%

Iran13100.0%130.0%0100%

India5100.0%50.0%0100%

Africa2768.8%1931.3%8100%

LACA7680.6%6119.4%15100%

Middle East2178.9%1721.1%4100%

East Asia1776.5%1323.5%4100%

AMI25978.7%20421.4%55100%

Question 20

00

00

00

00

00

00

00

00

00

00

00

Satisfied. As required

Not satisfied. Too many partial shipments

Question 21

How many of your orders have been shipped to you on time?

TotalMore than 75% of my ordersBetween 50% and 75% of my ordersBetween 25% and 50% of my ordersLess than 25% of my orders

Near East2845.8%1345.8%134.2%14.2%1100%

China1968.8%1312.5%212.5%26.3%1100%

NAFTA2747.8%1339.1%1113.0%40.0%0100%

EUCIS2657.9%1515.8%415.8%410.5%3100%

Iran1366.7%916.7%216.7%20.0%0100%

India560.0%320.0%120.0%10.0%0100%

Africa2743.8%1243.8%126.3%26.3%2100%

LACA7639.4%3045.5%359.1%76.1%5100%

Middle East2136.8%847.4%100.0%015.8%3100%

East Asia1764.7%1129.4%55.9%10.0%0100%

AMI25948.7%12636.4%949.3%245.7%15100%

Question 21

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

More than 75% of my orders



Less than 25% of my orders

Question 22

In case where an order is delayed, do you get an update about it from sales office in terms of expected shipment date, reason of delay, etc.?

TotalAlwaysMost of the timeSometimes onlyNever

Near East2833.3%937.5%1116.7%512.5%4100%

China1968.8%136.3%16.3%118.8%4100%

NAFTA2730.4%839.1%1117.4%513.0%4100%

EUCIS2647.4%1221.1%526.3%75.3%1100%

Iran1358.3%816.7%216.7%28.3%1100%

India540.0%240.0%220.0%10.0%0100%

Africa2725.0%750.0%1418.8%56.3%2100%

LACA7633.3%2531.8%2427.3%217.6%6100%

Middle East2126.3%636.8%831.6%75.3%1100%

East Asia1758.8%1035.3%60.0%05.9%1100%

AMI25938.6%10032.2%8320.5%538.7%23100%

Question 22

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

0000

Always

Most of the time

Sometimes only

Ne

Date post:	13-Sep-2014
Category:	Business
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Business