Customer Satisfaction Survey 2012

RESPONSES - COUNTRY WISE - 2011

REGION EXPECTED RECEIVED RATE

UAE 53 41 77%

CIS 11 5 45%

LEVANT & AFRICA 11 3 27%

APEC 6 2 33%

AUH-P 9 2 22%

Europe 8 2 25%

RUSSIA & BALTICS 17 2 12%

ASEAN 4 1 25%

NON GCC 2 0 0%

TOTAL 121 58 48%

RESPONSES - COUNTRY WISE - 2012

COUNTRY EXPECTED RECEIVED RATE

Anonymous 2 2 100%

U.A.E. 155 62 40%

GCC 2 1 50%

North Africa 15 6 40%

Europe 33 11 33%

Other Export 7 2 29%

West And Central AF. 26 6 23%

Afghanistan 19 4 21%

CIS 34 7 21%

Russia And Baltics 27 5 19%

APEC 11 2 18%

ASEAN 13 2 15%

East And South AF. 20 1 5%

Lubricant Export 8 0%

Levant 4 0%

Total 376 111 30%

In % we are 18% less however this

year we could get views of 111

Customer against 58 of 2011

0 10 20 30

After sales service

Supply chain service

Contact person -…

Product range

Stock availibility

Contact person - Sales

Company Image

Product quality

Price

2011 ATTRIBUTE IMPORTANCE RANK

16

35

9

1 1

3

7

1