A N N U A L R E P O R T - Bouygues

Bouygues Telecom
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including distribution of the “Green
Book” at Bouygues Telecom outlets,
a message from Nicolas Hulot sent
to all Contract customers and a free
text message to join the scheme.
120,000 customers have supported
a charter that sets out ten simple
ways of reducing greenhouse gases
with the aim of cutting carbon dioxide
emissions by 40,000 tonnes a
year.
• A partnership with the French multiple
sclerosis association Unisep
collected 500,000 donations during
Multiple Sclerosis Week through
recharges purchased by Prepaid customers.
Contract customers could
also send a text message to make
a donation to Unisep during a campaign
that lasted from 1 December
2005 to 15 January 2006.
Bouygues Telecom made a top-up contribution
to each donation.
• A club of volunteers has been created,
through which staff members
can provide practical assistance to
good causes, such as physical rehabilitation
centres and charities for
the disabled and the deprived.
OUR MANAGEMENT
SYSTEM
In support of its commitment to the
environment and society, Bouygues
Telecom is continuing to optimise its
quality-based management system,
operational risk management and
innovation processes. Dialogue with
stakeholders is also a central concern,
whether within the firm or outside.
Quality-based
management
In 2005, as every year since 1997, overall
customer satisfaction was measured
by means of a survey in which
a sample of customers are asked how
they perceive Bouygues Telecom.
Six main areas are explored and compared
with the perceptions of other
operators’ customers. The six areas
are image and consideration, service
and customer assistance, the relational
information system, equipment
(handsets, products), services and
functionalities, and network.
Bernard Dupré, chief executive of Afutt,
the French telecom users association
Interbrand ParisVenise
What do you expect from Bouygues Telecom in the context of its commitment
to the environment and society?
Bouygues Telecom, like all the other mobile phone operators on the planet,
has to have a clear and ambitious sustainable development policy that
addresses the main issues: promoting the recycling of handsets and the collection
of batteries, reducing the visual impact of radio masts and ensuring
that exposure to radiofrequencies remains below permitted levels. As far
as society is concerned, Bouygues Telecom must ensure that children are
protected, make provision for people with disabilities, participate in regional
development and impose ethical rules in its commercial activities.
In all those areas Bouygues Telecom must give specific, quantifiable commitments
that are assessed at regular intervals. They must be in proportion to
the issues at stake and move forward from one year to the next.
What do you think of Bouygues Telecom’s relations with its customers?
The system for monitoring dissatisfaction and complaints set up by Afutt
shows a steady and significant decline in complaints about Bouygues
Telecom over the last three years. This positive trend is all the more remarkable
in view of the steady rise in the number of customers over the same
period. The achievement is certainly attributable to a policy of improving
customer relations and better addressing customers’ concerns. The creation
of a Consumer department within the company and the option of using an
ombudsman to settle certain disputes are hallmarks of a company that wants
its consumer policy to reflect current best practice.
However, some features of the mobile phone market still militate against the
establishment of evenly balanced, healthy, long-term relations with consumers.
Contract periods, arcane pricing and the sometimes questionable wording
of advertisements and promotional offers are matters on which Afutt has
put forward proposals designed to further improve relations of trust between
customer and supplier.
SUSTAINABLE DEVELOPMENT
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