Our commercial pillar aims to deepen the knowledge of our customers and to spread a customer culture throughout our companies.
This is based on three objectives:
- Conducting an annual customer survey measuring NPS. NPS stands for Net Promoter Score and is an index that measures satisfaction with a brand, product or service.
- Measuring the customer service rate, the OTIF
- Sharing customer satisfaction with employees
For the past two years, Sfpi Group has been working to promote a sales culture and to implement indicators for monitoring quality and customer service (creation and distribution of the NPS and OTIF).
Damien Chauveinc, Deputy Managing Director at Sfpi Group and sponsor of the commercial pillar explains: "Putting customer satisfaction at the heart of all our practices is the main challenge of this transformation plan.
Through the distribution of newsletters and the sharing of good stories or good practices, in 2023 the indicators should improve to reach a score of 45 for the NPS and a score of 90 for the OTIF respectively.
Here are our latest key figures: