WANTED TO TELL YOU...
+62 NPS, 81% SATISFIED CUSTOMERS :
YOU ARE AT THE HEART OF THIS SUCCESS!
On a data center site in the Hauts-de-France region, on the site of a future hospital in the Pays de la Loire region or at the heart of a tertiary building in Alsace, the scenes repeat themselves but are never the same: a technician taking the time to explain an intervention, a project manager translating her customer's needs into a suitable technical solution, a site manager calling after commissioning to make sure everything is working, a maintenance technician securing an urgent repair. These everyday gestures may seem simple. They are, in fact, the foundations of our performance and customer satisfaction.
At Equans France, customer satisfaction is not just a slogan. It's a deep-seated conviction, a strategic pillar embedded in our fundamentals, and a corporate culture shared by all our teams.
Our qualitative surveys: a drive for continuous improvement
Every year, we conduct over 5,000 customer satisfaction surveys. This feedback measures our performance and feeds into our continuous improvement process.
Results that testify to your confidence:
These results reflect our teams' commitment to providing reliable, high-performance services that are perfectly tailored to our customers' needs.
What are we measuring?
Quality of work, control of installations, compliance and safety.
Exchange, transparency, listening, availability: everything that makes the difference in everyday life.
Ability to respond quickly, anticipate and propose appropriate solutions.
Even the most complex, by mobilizing the expertise of our field teams.
Why is this barometer essential for Equans France?
It feeds our continuous improvement plans.
It is a lever for transforming our businesses and practices.
It promotes our teams' good interpersonal practices.
It reinforces our customer proximity, which is at the heart of our identity.
Our telephone surveys are carried out by an independent research institute, specialized in B2B customer satisfaction and OPQCM certified. Our global approach is part of an ISO 9001-certified quality system.
When recognition feeds service quality
Whether you're a customer or an employee, your actions are our strength, and your feedback helps us to grow.
We filmed our staff's reactions to customer feedback: surprise, pride, emotion... all proof that recognition feeds motivation and contributes directly to improving satisfaction.
This approach values all the attention, initiatives and successes that shape the quality of our services. It highlights the importance of an open, simple and authentic dialogue between our teams and our customers.
By saying "thank you" to those who get involved, we also say thank you to our customers, for their renewed trust. It's a virtuous circle: recognition fosters motivation, which feeds quality, which improves satisfaction.
Relationships and trust: our hallmark with customers
For our customers, the quality of the human relationship is one of the primary factors of satisfaction. At Equans France, we cultivate this strength:
Simple, clear and regular communication Our teams communicate with customers 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 value recognition, strengthening proximity, listening with humility and acting with exacting standards.
Customer satisfaction is not an annual objective: it's a journey, a commitment, a promise. And it's what guides our teams every day in our 700 branches.
THANK YOU FOR YOUR TRUST.
THANK YOU FOR HELPING US TAKE REAL ACTION.
#FIERDAGIRVIMENT #MERCIVIMENT
