Business Overview 2009 (pdf - 6.8MB) - Veolia Water

Our achievements /
Sustainable commitment
to clients and society
While the environment
and water are now a major
concern among the wider
community, they have
always been the prime
focus of Veolia Water’s
business. In 2009, our
commitment was visible
on all fronts, from the
quality of customer service
to raising people’s
awareness of
environmental issues,
and ensuring access to
water for all.
Committed to quality of service
One of Veolia Water’s main priorities is to ensure we
provide a level of service quality that is just as good as the
quality of the water we distribute to our customers.
Regular customer satisfaction tracking provides us with
the information we need to adapt our services to their
demands.
In 2009, we continued to deploy the Customer Service
Commitments “More than Water”. After France, the rest
of Europe and Asia are now on track in this area,
especially China with the Shenzhen contract (7.61 million
people served) and the Czech Republic, where the
customer service charters have been adapted to the local
context. The Philippines is another example, with the
Clark Water Company contract being one of the first
to implement the charter after adapting it to the needs
of major industrial clients. Again with regard to our
commitment to continually improve the service delivered
to consumers, in France, Veolia Water joined with
the FP2E (professional federation of water companies),
the AMF (association of French mayors) and the ADCF
(the assembly of districts and communities of France)
to create Médiation de l’Eau (Water Mediator).
This independent, last-resort organization is tasked
with settling disputes between customers and water
utilities.
Listen
Because listening is fundamental when targeting
excellence in customer relations, Veolia Water relies on
customer satisfaction surveys as the basis for its action
plans. In 2009, as part of the promotion of the customer
culture within Veolia Water, a “mirror survey”
was performed on a sample of 3,000 employees and
6,000 customers in 11 countries. The results of this survey
were used to identify the differences in perception
and establish pathways toward their convergence.
Welcome and serve
At the same time, Veolia Water continued to upgrade its
Customer Service Centers, especially in Saudi Arabia, where a
single call center and a new customer service center were
opened and three older centers upgraded. In Liuzhou, China,
the installation of a new information system adapted to the
particular country context resulted in a very significant
improvement in customer relations’ management (see page 37).
Innovate
In addition to ensuring the availability and
professionalism of its teams, Veolia Water continually
introduces innovations to provide customers with the
means to control their water consumption.
Providing customers with methods to view their precise
36 Veolia Water 2009