Given the dynamic and ever-evolving business landscape, it is important to conduct operations in a manner that focusses on creating a positive experience for the customer. JSW Steel understands that to ensure steady growth, the business has to keep customers at the heart of its strategies, operations and innovation.

Over the past few years, the Company has been focussing on envisioning, designing and producing better products and services that meet the customers’ needs and create seamless experiences across the board. This helps it become a customer- centric brand that has the ability to build a community of long-term loyal customers.

The Company also regularly organises conferences and customer meets across the country. These events serve as a platform to network and discuss market dynamics and challenges.

“JSW Steel's unwavering commitment to quality and customer satisfaction drives the Company to perform better every day. This excellence is achieved by focussing on governance, processes, people and the social and environmental impact of the Company's operations. Over the years, we have met customer needs with innovative products and solutions, supported by our focus on R&D and best-in-class manufacturing capabilities. It is our constant endeavour to be the supplier of choice for innovative products and ensure that customer expectations are met through strict adherence to sustainable processes.”-

With an aim to achieve JSW Steel’s ambitious retail plans, a retail- focussed company, JSW Retail Ltd., has been incorporated. The company has provided a renewed focus on branded retail products with dedicated manpower and a robust market presence.

JSW Steel continues to focus on value addition for customers and remains a supplier of choice in all markets, while improving the wellbeing of customers and the society. The Company is committed to operating processes and conducting marketing promotions in a transparent and responsible manner by sharing product information. As a responsible corporate citizen, the Company complies with all regulatory and legal requirements and does not have any pending cases filed by any stakeholder relating to unfair trade practices, irresponsible advertising or anti- competitive behaviour.

Grievance redressal has been a key element of the Company’s customer strategy and it has a de-centralised system to ensure early resolution of issues faced by customers. In FY 2018-19, the Company received 1,639 complaints from customers of which 99.8% were resolved. JSW Steel conducts customer satisfaction surveys through professional third-party consultants covering aspects such as product quality, order servicing, customer relationship, company personnel and customer loyalty.