Our analyses of requests for information and complaints from customers focus on understanding the causes and recurrences of dissatisfaction. These analyses are translated into concrete action plans that are monitored over time.
This approach is resolutely results-oriented and the monitoring of action plans and the measurement of results are an integral part of the continuous improvement process.
Finally, a user club with the Customer Relations Center managers of the Group’s networks is held monthly to draw inspiration and share best practices in France and abroad.