WANTED TO TELL YOU...
+62 NPS, 81% CUSTOMER SATISFACTION:
YOU ARE AT THE HEART OF THIS SUCCESS!
Whether at a data center construction site in the Hauts-de-France region, on the site of a future hospital in the Pays de la Loire region, or inside a commercial building in Alsace, the scenes repeat themselves but are never quite the same: a technician who takes the time to explain a procedure, a project manager who translates a client’s needs into a tailored technical solution, a site manager who calls after commissioning to ensure everything is working, a maintenance technician who completes an urgent repair safely. These everyday actions may seem simple. In reality, they are the foundation of our performance and customer satisfaction.
At Equans France, customer satisfaction is not just a slogan. It is a deeply held conviction, a strategic pillar embedded in our core values, and a corporate culture shared by all our teams.
Our Qualitative Surveys: A Process of Continuous Improvement
Each year, we conduct more than 5,000 customer satisfaction surveys with our clients. This feedback helps us measure our performance and drives our continuous improvement efforts.
Results that reflect your trust:
These results reflect our teams' commitment to providing reliable, high-performing services that are perfectly tailored to our clients' needs.
What are we measuring?
Quality of service, facility management, compliance, and safety.
Communication, transparency, listening, and responsiveness: everything that makes a difference in everyday life.
Ability to respond quickly, anticipate issues, and propose appropriate solutions.
Even the most complex ones, by drawing on the expertise of our field teams.
Why is this survey so important to Equans France?
It fuels our continuous improvement plans.
It serves as a catalyst for transformation in our business lines and practices.
It promotes best practices in interpersonal relationships among our teams.
It strengthens our customer focus, which is at the heart of our identity.
Our telephone surveys are conducted by an independent research firm that specializes in B2B customer satisfaction and is OPQCM-certified. Our comprehensive approach is part of an ISO 9001-certified quality management system.
When Recognition Enhances Service Quality
Whether you're a customer or a colleague, your actions are our strength, and your feedback helps us grow.
We filmed our employees’ reactions as they read customer feedback: surprise, pride, emotion… all proof that recognition fuels motivation and directly contributes to improving satisfaction.
This approach highlights all the thoughtful gestures, initiatives, and successes that shape the quality of our services. It highlights the importance of open, simple, and authentic dialogue between our teams and our customers.
By saying “thank you” to those who are involved, we’re also thanking our customers for their continued trust. It’s a virtuous cycle: recognition sustains motivation, which drives quality, which improves satisfaction.
Relationships and trust: our hallmark with clients
For our clients, the quality of our personal relationships is one of the key factors in their satisfaction. At Equans France, we cultivate this strength:
Simple, clear, and regular communication. Our teams communicate with clients on a daily basis to understand their challenges and share project progress.
At Equans France, improving the customer experience means improving the experience of our 34,500 employees. It means continuing to foster a culture of recognition, strengthening our connection with employees, listening with humility, and acting with the highest standards.
Customer satisfaction isn’t just an annual goal—it’s a journey, a commitment, a promise. And that’s what guides our teams every day across our 700 branches.
THANK YOU FOR YOUR TRUST.
THANK YOU FOR HELPING US MAKE A REAL DIFFERENCE.
#PROUDTOMAKEAREAKREALCHANGE #TRULYTHANKYOU
