#9 CUSTOMER SATISFACTION
Chapter 4
Being customer centric
LACROIX is committed to always listening to its customers needs and priorities, relying on three main axes. In an ever-changing world, it is vital that we are close as possible to their markets in order to provide the best services and solutions possible.
3 pillars:
Listening is the first pillar for relaying your needs across the entire value chain.
Co-design represents our willingness to go even further in our desire to support you from design to manufacturing.
By combining listening and co-design, we ensure that your products match your expectations and those of your markets.
The Environment activity analyses customer satisfaction
94%
Satisfaction Rate for the Environment Activity
In 2021, the Environment Activity conducted a customer satisfaction survey via an online questionnaire aimed at our customers in France and those of our Spanish and Italian subsidiaries; we received over 1,800 responses with a good representation of our different markets and customer typologies.
For “Products and Services” the survey produced an overall satisfaction score of 94%, with 97% for customer service and technical support, 91% for the business relationship and 90% for product quality.
All of LACROIX’s Environment Activity teams is committed to listen to their customer needs and have made the following commitments:
- Ensure the best value for money for the service
- Continue to develop reliable and innovative products
- Strengthen our information and communication actions
- Maintain our availability and responsiveness
- Continue to strengthen our training and technical support initiatives
- Ensure customers are always offered the best possible service
Carte Blanche podcast – Customer relationship
