corporate social responsibility complete report France ... - Orange

61 caremeeting customer expectationsour ambitions:- become the benchmark operator in terms of quality of service- simplify our customers’ lives by designing products and services that are easy to use and byoffering the appropriate help servicesWith the evolution of technology new uses haveproliferated in a more and more complex digitaluniverse. In this constantly changing environment thecustomer expects simple, reliable, quality, highperformanceservices. With that in mind, Orange isadapting its customer services and its supportsolutions, while making sure that the skills of itsteams are enhanced accordingly.careful monitoring of the quality ofserviceThe quality of the services offered by the Group to itscustomers as a whole (retail, professional, orbusiness) is constantly measured in all markets. Asurvey-based tool comprising specific studies,customer demand analysis, and performanceindicators that monitor results in targetedimprovement plans.satisfaction on the rise2008 saw a considerable increase in the level ofsatisfaction with the broadband fixed-line Internet inthe Group‟s major markets: France, United Kingdom,Spain, and Poland, particularly in the big-businesssegment.In the four main countries, we received an average10% reduction in customer calls to our technicalassistance centers.On the business market, the ambition of OrangeBusiness Services is to offer an exemplary customerexperience. Special emphasis is placed onmonitoring the satisfaction rate of customers,administrators, and end users. Among the goals set,no customer should remain dissatisfied for twoconsecutive quarters.The Group is striving to simplify day-to-day relationswith its customers, particularly by means of supportservices for users and administrators, online supportservices, and paperless billing.The quality of service provided by Orange BusinessServices is regularly recognized by the prizesawarded by independent organizations (see p. 62).a responsive toolCustomer complaints and call center activity aregiven particular attention.In France, the number of complaints registereddirectly or through outside organizations has againdeclined during the year. We have implemented anew process to deal with complaints within 48 hours.At the call centers, we are attempting to reduceresponse times, particularly by using innovativesolutions such as interactive menus or the toolimplemented successfully by Orange Switzerland inDecember. When response is estimated at more thana minute, the customer can ask to be called back in afew minutes so as not to stay on the line.Furthermore, since June, the Group‟s support servicerates in France have been affordable, i.e. the cost thesame as the price of a local call (beyond the waittime, which was already free of charge).choosing simplicityIn the face of technological complexity, the Grouphas decided to focus on reliability and simplicity in itsoffers and on developing high-performance supportservices to assist its customers throughout their userexperience.This progress, the result of mobilizing teams withvarious skills (network, customer service, etc.), isreflected in France, for example, by a VoIPsatisfaction rate that is up 15 points.simplicity +: simplifying the customerexperienceThe purpose of our Simplicity + program is to buildsimplicity into the products and services made by theGroup prior to launching them on the market.With the customer test centers (CTC) products canbe evaluated by means of customer observation.They reproduce the conditions of day-to-day life andput users in a real situation at all stages of the