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Customer Satisfaction
The outcome of customer satisfaction
surveys provides a basis for the corrective
actions implemented in each country,
involving all business functions under the
supervision of senior management.
The Prysmian Group aims to be the "preferred supplier" where
customer satisfaction is concerned. To achieve this, in addition
to the regular monitoring of key service indicators, such as
reliability and speed, the Group has conducted specific customer
satisfaction surveys since 2003. These surveys are carried out
every two years, simultaneously involving over 2,500 customers
in more than 20 countries around the world.
The customer satisfaction surveys are carried out by a leading
firm in the sector, using a standardised telephone questionnaire
for customers that is answered by the managers who maintain
commercial relations with Prysmian (purchasing, technical
area and logistics). The questions are designed to measure the
level of customer satisfaction with the different elements of
the service provided (commercial & marketing, technical and
sales support, management of requests, order processing and
invoicing, range and quality of products).
These surveys represent a key tool for better understanding
the service perceived by customers, both in absolute terms and
relative to other market competitors. They also allow the Group
to collect further information about the principal requirements
of customers in terms of service. As a result of this work, it is
possible to determine changes over time in the perception of
the service offered by Prysmian; identify the reasons for any
dissatisfaction; measure the importance of each component
of service in relation to the overall level of satisfaction;
analyse satisfaction with the service in relation to customer
characteristics; compare Prysmian’s performance with that of
competitors; identify priorities for the improvement of service
and verify the effectiveness of the actions taken.
The outcome of the surveys provides a basis for the corrective
actions implemented in each country, involving all business
functions under the supervision of senior management.
Customer surveys also help validate the internal measurements
carried out on a regular basis.
In general, the results of surveys have enabled the Group to
improve its products and services over time, paying greater
attention to the priorities expressed by customers.
