Customer Relations and Satisfaction

Customer Health and Safety

Potential risks to human health in all product processes are closely monitored.

We prioritize customer health at every stage of our value chain—from production and distribution to end-use. In the concrete segment, we conduct regular testing and analysis to identify potential health risks. All chemical contents and product components are evaluated in accordance with international health and safety standards. Additionally, we closely examine customer feedback to proactively manage possible risks.

Key Considerations Across the Value Chain for Customer Health and Safety

• Production Stage: We focus on dust emission control and use environmentally friendly formulations with low chemical content.

• Distribution Stage: We ensure full compliance with safety procedures during shipment and pay close attention to preparing equipment to protect both employees and customers.

• Usage Stage: We provide clear usage instructions and recommend the use of personal protective equipment for those in contact with the product.

In the cement segment, we carefully monitor potential health risks throughout the entire product lifecycle and provide regular notifications to all stakeholders—covering production, transport, and use. The safety warnings printed on our cement bags, as required by Turkish standards, reflect our commitment to protecting end-users.

Cement Segment

Improper storage or handling of cement products can result in financial losses for our customers and end-users. To prevent such situations, our Sales Technical Support team provides comprehensive consulting services, offering guidance on correct usage.
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To help customers get the most out of our products, we conduct site visits, provide educational sessions, training, and sample testing. These efforts are carried out in the field by our Technical Sales Support Team and, when necessary, our Quality Control Departments. In cases where customers lack laboratory plants, we offer access to the testing infrastructure at our factories and ready-mix concrete quality labs.
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Customer complaints are recorded in the QDMS system, rigorously tracked throughout the process, and customers are regularly updated. Complaint management is conducted transparently and systematically under our Cement Sales and Marketing Procedure. We view feedback as a valuable opportunity to improve our operations. For example, in complaints related to strength, setting time, or lumping, we promptly revise production parameters, adjust filling locations, or provide targeted training to teams responsible for loading.
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We also develop action plans based on customer satisfaction surveys conducted biennially by independent organizations. In the latest survey conducted in 2023, which included 25 participants, we achieved a customer satisfaction rate of 88%.
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The number of complaints decreased from 26 in 2023 to 25 in 2024. Additionally, there was a 39% reduction in complaints compared to 2022. Of the 25 complaints received in 2024, 24 were resolved within the same year, while the remaining case was closed in January 2025, as the resolution extended into the new year.

Concrete Segment

In 2024, our customer satisfaction score in the concrete segment reached 93.6%, based on a survey with 125 participants.

The proper application and storage of our ready-mix concrete products are critical to ensuring both optimal product performance and high levels of customer satisfaction. In this context, our quality teams provide guidance and raise awareness among our customers to help them achieve the best results under varying environmental conditions while addressing potential risks.
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Customer feedback directly shapes our decisions and operations, leading to the development of special concrete mixes designed for specific needs such as high durability or rapid setting. With growing demand, we continue to prioritize innovative solutions like low-carbon concrete and the use of recycled materials.

Customer interactions are facilitated through direct communication with our quality and sales teams, our Contact Line, email, and surveys. Complaints are recorded and monitored via the QDMS system. Designed in line with principles of transparency and confidentiality, all complaints are handled in compliance with the Personal Data Protection Law (KVKK) and can be submitted anonymously. To minimize negative impacts and enhance customer satisfaction, we have implemented the following practices:

• Quality Assurance: All products undergo quality control testing prior to delivery to prevent non-compliant products from reaching the customer.

• Timely Delivery and Logistics Support: We optimize shipment processes to reduce delays that could lead to financial losses.

• Training and Information: We offer training to ensure our products are used correctly and efficiently.

In 2024, we launched a recurring order satisfaction survey to collect customer feedback every 15 days. In 2025, we plan to adopt the Medallia system to measure Net Promoter Score (NPS), starting with the annual customer satisfaction survey scheduled for the first quarter of the year.
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By maintaining our solution-oriented approach to cooperation with customers in both the cement and concrete segments, we remain committed to advancing in line with our satisfaction goals.

Product Quality and Safety

To enhance the efficiency of our production processes and continuously improve our quality standards, we carry out modernization efforts, equipment maintenance, and regular audits.