Customer Satisfaction Analysis for Automation and Control Solutions in the South African Chemical Sector

Table of Contents

1. Executive Summary

• 1. Objectives
• 2. Methodology
• 3. Summary of Major Findings

2. Purchasing Process

• 1. Market Overview
• 2. Purchasing Channel
• 3. Customer Management Relationship
  • 1. Analysis of Supplier' s Visit
  • 2. Variation by Spending Level
  • 3. Analysis of Satisfaction
• 4. Decision Making Process
  • 1. Key Decision Makers in the Purchasing
  • 2. Analysis of Supplier Loyalty

3. Supplier Selection Criteria and Introduction to Purchasing Decision

• 1. Overview of the Supplier Selection Criteria
• 2. Chemical Companies Using More than One A&C Supplier
• 3. Introduction to Purchasing Decision
  • 1. Supplier Review Frequency
  • 2. Demographic Variation in Supplier Review Frequency

4. Purchasing Needs

• 1. Overview of Purchasing Needs
• 2. Ranked Importance of Each Issue
  • 1. Main Categories
  • 2. Individual Purchasing Need
  • 3. Analysis by Solution Product

5. Service Provider Assessment

• 1. End-user Perception of Automation & Control Solution Suppliers
  • 1. Introduction
  • 2. Analysis of Key Suppliers' Strengths and Weaknesses
• 2. Performance of the Leading Companies in the Automation & Control Solution Market
  • 1.Supplier Loyalty
  • 2. Overall Satisfaction

6. Detailed Satisfaction Analysis

• 1. Price Competitiveness
  • 1. HMI
  • 2. DCS
  • 3. PLC
  • 4. SCADA
• 2. Customer Service
  • 1. HMI
  • 2. DCS
  • 3. PLC
  • 4. SCADA
• 3. Delivery Times
  • 1. HMI
  • 2. DCS
  • 3. PLC
  • 4. SCADA
• 4. Quality and Reliability of Solution Products
  • 1. HMI
  • 2. DCS
  • 3. PLC
  • 4. SCADA

7. Conclusion