Customer Satisfaction

Trust-Based Relationships, Sustainable Satisfaction

As Garanti Rafineri ve Maden Isletmeleri A.S., we regard customer satisfaction as one of the fundamental elements of our sustainable success and service approach. We consider accurately understanding customer expectations, providing effective solutions to needs and building long-term relationships based on trust to be our fundamental principles.

Within the scope of our precious metals refining operations, we regard quality, reliability, transparency and service continuity as the fundamental components of customer satisfaction.

Accordingly, we;

• Continuously improve the quality of our products and services by understanding customer needs and expectations;

• Regard feedback as an opportunity for improvement and improve our processes accordingly;

• Address complaints, suggestions and requests through a fair, impartial, transparent, and solution-oriented approach;

• Systematically monitor customer feedback and incorporate it into our improvement processes;

• Base our service processes on the principles of trust, accessibility and effective communication;

• Develop an awareness of customer satisfaction and service among all our employees as part of our corporate culture; and

• Aim to enhance the customer experience through a continuous improvement approach.

In line with the principles of the Customer Satisfaction Management System, we are committed to effectively managing feedback, maintaining a service approach that meets and exceeds customer expectations, and continuously improving our processes. As Garanti Refinery, we regard customer satisfaction not only as an outcome, but also as a fundamental value that guides all our operations, and we aim to create lasting value through trust-based relationships.

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