Improving the quality of service : a daily attention
Customers' satisfaction is one of the Group's major priorities. Various indicators contribute to the improvement of our performance: e.g. service quality monitoring, complaints management or real time information.
"Going for Green" Developing a customer care culture
This Veolia Transport program ensures that employees in contact with passengers and their managers are focussed on the same objective : satisfaction of passengers.
Veolia Environnement is committed to continuous improvement of its customer satisfaction levels through welcoming of customers, access to services (call centers, dedicated teams) and meeting increasingly strict quality requirements (service commitments, customer service charters, passenger charters, etc.).
The Group is defining service standards to meet consumers' expectations, and is harmonizing its reporting tools, to get a better understanding of population expectations. One of the major aspects of this policy is diffusion of good practices and experiences.
They can be more easily identified through the use, since 2003, of annually consolidated "customer"indicators. This reporting enables an annual inventory of actions implemented to improve the quality of service, and encourages the Group's different sites to make progress in this area.
The reporting process and indicators identified five years ago need to be changed. An independent audit of tools during 2008 will provide a basis for adapting them to meet the expectations of our customers and local authorities.
Monitoring satisfaction in all our sites
Graphics : 1, 2, 3 and 4
Client satisfaction is now monitored regularly by every division based on indicators identified, in 2005 and 2006, when survey methodologies were harmonized (see graph 1).
The Group has developed special training courses to increase the awareness of its employees in customer relations (see graph 2).
In particular, Veolia Transport has made a strategic priority of it.
Furthermore, Veolia Water has organized consumer trophies to identify, award and share specific practices carried out worldwide.
Being available to listen to our customers
Veolia Environnement has developed expertise in the management of customer service centers (see graph. 3).
Apa Nova (Veolia Water) in Ploeisti, Romania, received the prize for the best customer service in 2007 for the Europe, Middle-East and Africa area awarded by Contact Center World.
This prize was awarded particularly for the synergies with the activities of Veolia Energy-Dalkia and Veolia Environmental Services.
Managing complaints more efficiently
Responses given to our customers following failures or complaints must be systematic, fast and effective (see graph. 4).
Veolia Transport and Veolia Water have made a commitment to a new process for management of complaints with dedicated teams. In particular Veolia Transport has produced a multidisciplinary program to increase professional behaviour.
After the success of experiments carried out in 2006 and 2007, Veolia Environmental Services has integrated the "ioscar" complaint management program into its customer relationship web solution set up in France.
Informing our customers in real time
Veolia Environnement has made a commitment in recent years to set up customized information systems.
For example, Veolia Water communicates with its customers through text messaging in Morocco, the Czech Republic and China to answer their questions about billing, payment, consumption and leakage monitoring.
Similarly, Veolia Transport informs in real time (text messaging,email) its customers about any delays and incidents in most countries in which it has activities.