Sustainability and digitalisation will allow us to remain leaders in the highquality thermoplastics sector and participate in the transformation of the chemical industry
We produce a wide range of high quality thermoplastics adapted to the specific needs of our customers.
We work side by sidewith our customers, providing personalised service completely oriented to their needs.
The main services where we interact with our customers in a fluid and efficient way are:
We handle all customer requirements in terms of deliveries, product returns and specific needs.
AFTER-SALES TECHNICAL SERVICE
We provide our customers with specialised support related to product characteristics and applications as well as the correct handling and use of our products
The commitment of our professional team, together with our strategic focus at ELIX on respect for the environment, people's safety and well-being, and continual innovation for sustainability, have all contributed to our success and positioning within the thermoplastics industry.
+ 40 COUNTRIES
+ 1.130 %EXPENSE EN R&D&I
+ 300 CUSTOMERS
Quality and satisfaction
We work side by side with our customers, even in the product design phase, to develop the high-quality tailormade solutions that have allowed us to maintain high levels of customer satisfaction.
RIGHT FIRST TIME(RFT) RATE
PERFECT ORDER2 RATE
ON TIME IN FULL (OTIF)3 RATE
1. Difference between the number of monthly incorrect materials and the number of blocked free materials
2. Punctual and complete orders or without incident
3. Orders delivered on time and with quantity
2022 was another challenging and volatile year in which we had to overcome and adapt to the disruptions in our supply chain caused by the war in Ukraine and in which we continued to standardize the management of our processes in terms of flexibility and resilience. To this end, we worked to promote continuous improvement initiatives and the digitalization of processes, which enabled us to get ahead of ongoing challenges.
QUALITY OF SERVICE
For years now, we’ve been tracking customer satisfaction and improving our methods for doing so
The NPS indicator has increased significantly in 2022, compared to 2021. Customers appreciated ELIX’s efforts in all areas. We also contacted more customers than in previous years to ask for their feedback. The process of continuous improvement in customer service is helping us to identify the most relevant aspects on which we should focus our efforts.
ANNUAL CSAT AVG
Annual CSAT AVG is the average quarterly CSAT score on a scale of 1 to 5, 1 being highly unsatisfied and 5 being highly satisfied.
Our “NPS Overall” score reflects how our commitment and efforts to minimise the effects of the pandemic were recognised by our customers.
Every year we send our customers a survey so they can rate our productivity and performance. In general, results for this year specifically were less satisfactory than in previous years.
We have maintained our global performance score of 4 (on a scale of 1 to 5), meaning our customers continue to trust in us