Acting swiftly to better understand and retain our clients!
06/05/10
In 2008, the Customer Satisfaction Guidebook was issued, in order to ensure regular measures of customer satisfaction of different clients - Key Accounts/Larges contracts, Middle and Mass market clients. It is based on proven practices existing in 15 countries in the Industry & Facilities, Government Services & International Trade, Marine and Consumer products Divisions. Since 2008 the Guidebook was deployed in large countries, such as Spain, Italy, Russia, China, and North America and within specific projects, such as Real Estate market and Inspection & In-Service Verification clients in France.
"The Real Estate market survey was carried out in four large European countries, including France, UK, Spain and Germany. This let us build our action plans for the year 2010 and detect the key projects. Satisfaction surveys are an excellent tool and must be taken into consideration when planning your Customer Relationship strategy." Liem Nguyen, Group Real Estate Market Director.In 2010, the Guidebook was updated with Mystery shopping, based on key learnings from completed projects.It includes the following:
- Project management of satisfaction surveys and Mystery shopping process (from objectives setting to results presentation)
- Associated tools and templates with examples
To know more about our Customer satisfaction programs and case studies, please visit our Quality Health Safety & Environment section
