(ESRS S4-1, S4-2, S4-3, S4-4, S4-5)
CUSTOMER RELATIONS AND SATISFACTION
At Akçansa, we have adopted as our fundamental principle the analysis of our customers’ needs and expectations and the provision of customized solutions for each customer segment.
At Akçansa, we have adopted as our fundamental principle the systematic analysis of our customers’ needs and expectations and the development of customized solutions for each customer segment. In line with our strong commitment to product and service quality, we prioritize creating the highest possible value for our customers. This approach strengthens our position as a reliable business partner in the sector and enables us to carry out our activities with a customer-centric management approach.
Through our transparent communication policy, we aim to increase customer satisfaction by ensuring accurate, clear, and timely information sharing and by maintaining our ability to provide rapid solutions. All communication with our customers is conducted in accordance with our Sustainability Communication Policy. As a first-of-its-kind policy in the sector, it ensures that all sustainability-related claims are based on scientific and reliable sources, while avoiding misleading, exaggerated, or greenwashing-related statements.
In addition, to support the proper and efficient use of our cement and concrete products, we provide comprehensive technical support services, aiming to improve process efficiency and minimize potential risks.
Customer Health and Safety
At Akçansa, we consider the careful monitoring of potential health risks throughout the entire life cycle of our products to be a fundamental responsibility. From production and distribution to the usage stage, customer health is treated as a key criterion across our entire value chain. Particularly in the concrete segment, we conduct regular tests and analyses to identify the potential health impacts of our products. While chemical contents and product components are evaluated in line with international health and safety standards, feedback from our customers is also carefully reviewed so that potential risks can be managed proactively.
Our Approach to Customer Health Across the Entire Value Chain
Production Stage
We place strong emphasis on controlling dust emissions and prioritize the use of low-chemical-content and environmentally friendly formulations.
Distribution Stage
We ensure full compliance with safety procedures during shipment processes and verify that all equipment is properly prepared and complete to protect both employees and customers.
Usage Stage
To support the correct and safe use of our products, we provide clear instructions and recommend the use of the necessary personal protective equipment (PPE) for employees who come into contact with the products.
In the cement segment, potential risks to human health are regularly monitored throughout all stages of the product lifecycle, and periodic warnings and information are provided to all stakeholders involved in the production, transportation, and usage stages. In addition, the warnings displayed on our cement bags in accordance with Turkish standards serve as a concrete example of our approach that prioritizes user safety.
Cement Segment
Incorrect practices during the storage and use of cement products may lead to financial losses for our customers and end users. To minimize such risks, our Sales Technical Support team provides comprehensive consultancy services to guide customers on the correct use of our products. To support customers in achieving the highest efficiency from our products, we conduct site visits and offer services such as information sessions, training, and sample testing. These activities are carried out directly in the field by our Technical Sales Support team, with the participation of our Quality Control Departments when necessary. In cases where laboratory infrastructure is insufficient, we also make the facilities of our factory laboratories and ready-mix concrete quality laboratories available to our customers.
Customer complaints are recorded through the QDMS system, closely monitored throughout the process, and customers are regularly informed. Our complaint management activities are conducted transparently and systematically in accordance with our Cement Sales and Marketing Procedure. Within this framework, we consider all feedback received as valuable opportunities for continuous improvement in our business processes. For instance, when complaints related to strength, setting time, or lump formation are reported, production parameters are promptly reviewed and adjusted, necessary changes are implemented at loading locations, and the relevant teams receive additional training to address issues arising during the loading process.
Concrete Segment
The proper application and appropriate storage conditions of our ready-mix concrete products are critical for enhancing product performance and ensuring customer satisfaction. In this context, our quality teams provide guidance and technical support to customers, helping them achieve the best results under different environmental and site conditions while also offering advice on potential risks that may arise during application.
Requests from our customers not only directly influence our decision-making processes and operational activities, but also guide the development of special concrete mixtures designed to meet specific expectations such as high strength and rapid setting performance. In line with this, and supported by customer feedback, we prioritize innovative applications, including low-carbon concrete solutions and the use of recycled materials.
In the concrete segment, our 2025 customer satisfaction survey, conducted with 346 participants, resulted in a customer satisfaction score of 95%.
Product Quality and Safety
At Akçansa, we aim to ensure the highest quality standards in cement and construction materials, and we apply this principle across all processes, from production to after-sales services. In line with our sustainability strategy, we offer products that reduce our carbon footprint and minimize environmental impact, while maintaining full compliance with national and international quality standards.
At our factories, quality control tests in accordance with national and international standards such as TSE, EN, and ASTM are conducted at every stage of production. Comprehensive testing is carried out throughout the entire process, from raw material selection to final products. This rigorous approach enhances product performance while also supporting consistent customer satisfaction. Our laboratories regularly participate in external proficiency testing programs organized by different institutions, ensuring that their technical capabilities are maintained and continuously improved.
To improve the efficiency of our production processes and continuously enhance our quality standards, we carry out modernization initiatives, equipment maintenance, and regular audits. Our ISO 9001:2000 Quality Management System ensures that our processes operate effectively. In addition, innovative digital tools that enable the collection of quality data on digital platforms help us manage quality and process performance more efficiently.
Digifabrika enables the digital consolidation of quality data and more effective process management, increasing transparency and speed in quality control processes and supporting operational efficiency. E-quarry, on the other hand, is a digital tool used to optimize quarry management, contributing to the reduction of environmental and operational impacts from raw material extraction to resource management.
Our Quality and Technical Sales Support teams, which are committed to providing fast and effective service to meet customer needs and expectations, take a solution-oriented approach to all technical requests. The certifications that verify the quality of our products strengthen our competitiveness in global markets and reinforce customer trust.
With our continuous improvement and innovation-oriented approach, we continue to strengthen both customer satisfaction and our quality targets. In this context, we systematically carry out optimization initiatives and new product development activities aligned with our sustainability strategy and targets. We also conduct analyses and trials of alternative raw materials and fuels, thereby increasing their usage rates while maintaining stable product quality.
