Tata Steel regularly monitors the customer satisfaction index through various inters actions as elaborated in the chapter on Governance & Management. We also engaged 3rd parties to carry out customer satisfaction survey. The results of customer satisfaction survey are furnished in the figure on next page.

Figure-Trends in Improvement in CSI ranks Year 2002 2001 2000 1999 1998 TATA STEEL 1 1 1 1 1 BOKARO 2 5 5 3 4 BHILAI 3 3 5 2 4 ESSAR 4 5 2 2 NA VSP 5 2 3 2 3 ROURKELA 6 4 6 5 5 DURGAPUR 7 2 5 4 2 Source: IMRB & ORG-MARG   NA – Not Available   Note- No study was conducted during FY 03-04. However, Tata Steel’s related customer satisfaction scores, w.r.t. the best in competition are higher and comparable to the benchmarks as shown in the box along side.

PR9 & PR10 ADVERTISING ETHICS

Tata Steel advertises for its corporate image and product promotion. The advertising agencies subscribed to the Ethical standards advocated by Advertising Standard Council of India.

There had been no breaches of advertising and marketing regulations during the reporting year brought to the notice of Tata Steel.

PR3 & PR11 RESPECT FOR PRIVACY

The privacy related to consumer information, such as, the specifications of special products developed for specific consumers are protected through confidentiality agreements.

There was no substantiated complaint regarding breaches of consumer privacy against Tata Steel during the reporting period.