off-site treatment provides a measure of pollution -prevention performance. However, measurement of releases to the environment after treatment only provides information on the end-of-pipe result, without regard to the progress of production processes toward preventing pollution.


Ciba's U.S. Textile Products Division (Ciba-TPD) collects customer satisfaction data monthly. To ensure objective and valid data, the surveys are conducted by an independent, third-party marketing firm. The survey consists of three parts: relative-importance rankings of the attributes being measured, numerical rating of attributes on a scale of 1 to 10, and open-ended questions to solicit information on perceived strengths, weaknesses, and future areas for improvement.

The raw data are provided to Ciba-TPD and are managed through a confidential database. Segmented information is routinely extracted from the data according to bossiness segment, account size and activity level, the type of customer contact (production,technical,administrative, or executive), and other variables associated with the customer (such as region, sales volume, product mix, and salesperson).

Customer contacts are made across all areas of business, and the information collected addresses in excess of 80 percent of total sales as well as priority potential accounts. The customer survey solicits feedback in 14 specific areas: overall product quality, product performance, delivery service, laboratory service, field service, follow-up on requests and messages, routine customer service, special handling customer service, organization and communication, value, price, packaging, environmental responsiveness. General information is also solicited: What are Ciba's strengths? What are Ciba's weaknesses? What will it take for Ciba to become or to stay the preferred supplier in the future?

Specific feedback sought in the environmental areas includes:

  • Environmental assistance—How helpful is Ciba with assistance on product application (dyeing methods), product characteristics (material systems data sheets, ecology-toxicology data), environmental communication, environmental services?

  • Environmental responsiveness—How responsive is Ciba in assisting in waste minimization, regulatory compliance, product stewardship, and environmental marketing efforts?

  • Packaging—How well does Ciba's packaging meet the customer's requirements, and how does its durability, ease of use, and ease of recycling rate?

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