Listening to customers

Working in concert with consumer associations

Since September 2005, Neuf Cegetel has fully committed itself to the dialogue between consumers’ associations and operators. This dialogue is overseen by the French consumer council (CNC).

The Group has participated actively in sub work groups which have led to the issuance of opinions by the CNC. Close to all commitments made in the course of this dialogue have been introduced proactively in Neuf Cegetel's procedures and contracts before the planned implementation date.

Finally, in december 2006, as per the commitmenst made and the March 16, 2006 decree, the group published its new terms and conditions which include quality of service: reimbursement when service has not been provided, or hasn't met the level defined by the contract; minimum service level garantee; service reactivation delay; answer to complaints delay.

Listening to Enterprise clients

The Group’s quality programme for large businesses has now been ISO 9001:2000 certified for five years. It reflects the Group’s undertaking to introduce a permanent improvement cycle into its operating procedures. Neuf Cegetel has made a commitment to providing its customers with high quality services. To verify the level of customer satisfaction, it has appointed an external organisation to carry out regular or one-off surveys measuring customers’ perceptions of the Group.

An after-sales unit comprising dedicated customer contacts has been set up. The goal is to improve operational management of the services used by the Group’s major customers.
Personalised service is now provided by an Operational Account Manager (OAM) and a Technical Account Manager (TAM).

Online self-care tools updated in real time are also made available to client companies. The customer extranet site enables clients to manage contracts, track bills and monitor the performance of services and incidents.

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