CUSTOMER CENTRICITY

In 2023, a crucial area of focus was to initiate a company-wide reorganization and realignment directed at strengthening our relationships with our customers, with a focus on market development and sales to drive strategic customer growth. This reorganization will support our approach of working back from customer needs to create integrated offerings and develop long-term solutions and partnerships for market breakthroughs.

Throughout the year, we implemented various elements of this reorganization. A highlight was a new Customer Relationship Management (CRM) portal that was progressively rolled out by the Polymers business unit (with plans for further extension across the company). The new digital tool was implemented to address fast-changing customer needs, shorten time-to-market, and improve the response time to different customer requests.

NET PROMOTER SCORE (NPS)

SABIC achieved an NPS of 53 for 2023, based on over 2,300 customer surveys globally. Based on an analysis of the last three years’ feedback details, our strengths remain product quality, services (including sales services), and ease-of-doing business. Meanwhile, areas like delivery, availability, and price remain challenging due to current market dynamics and external factors. We are driving improvements in our areas of weakness by working closely with our service vendors and monitoring our manufacturing schedules and pricing models. Next year, we aim to increase our surveys to have an even better gauge of our customers’ perceptions of SABIC.

Read more about our approach to customer centricity.

_{Disclaimer: This abridged interactive version of the SABIC Integrated Annual Report 2023 is based on the original PDF report published on this website. In case of any discrepancy, the original PDF report will prevail.}