Improving Our Products
Through the refining process, we produce alumina from the bauxite ore that we mine in Latin America and the Caribbean. The alumina is then transformed into primary aluminum through smelting. We also manufacture a wide variety of fabricated products, including aluminum foil, sheet, plate, extrusions, pipe, and wheels.
Our products are used in numerous industries, including aerospace, automotive, commercial transportation, building and construction, and consumer electronics. We partner with our customers to create innovative products and applications that create less waste, consume fewer natural resources, and use energy efficiently.
In 2013, we launched Reynobond® with EcoClean™, the first coil-coated architectural panel that helps clean itself and the air around it, in the South American market. We also introduced recycled aluminum profiles to the region’s construction market. These profiles, made from 80% recycled metal, were used on the Fonte Nova Stadium in Salvador, Brazil, a site for the 2014 World Cup.
We also developed an extruded aluminum solution for the stadium’s solar shading system that created a structure three times lighter compared to steel, improved thermal comfort without the use of electricity, and offered 100% recyclability.
In 2014, we introduced a truck trailer featuring side walls and chassis made from 100% aluminum to the Brazilian market. The trailer is 50% lighter than those made primarily from steel, boosting fuel economy and cargo capacity. It also uses Alcoa fasteners to replace welds, increasing the safety and ease of assembly.
To understand customer perceptions of our products and services, we conduct the annual Customer Experience Survey that asks our customers to indicate on a scale of 1 to 10 how inclined they are to recommend Alcoa to others. Customers who give a 9 or higher are called promoters. A score of 7 to 8 places them in the passive category, while customers who answer 6 or lower are identified as detractors. The Customer Experience score, which can range from -100% to +100%, is derived by subtracting the percentage of detractors from the percentage of promoters.
In 2013, we earned a score of 56% in Brazil, 82% in Jamaica, and 62% in Suriname. More than 628 Brazilian customers participated in the survey, which was a 12% increase from prior year.