Customer satisfaction at the heart of Sfpi Group
In 2020, Sfpi Group launched its Time to go forward transformation plan, based on four pillars: managerial, environmental, financial and commercial. The latter focuses on customer culture. The aim is to gain a deeper understanding of our customers and to spread a customer culture throughout the Group in order to improve customer satisfaction. To achieve this, two key indicators, OTIF (On Time In Full) and NPS (Net Promoter Score), have been introduced. In 2022, Sfpi Group carried out its first customer satisfaction survey (NPS), identifying the strengths and areas for improvement in the customer journey. During a day dedicated to the customer, Customer Day on 01 and 02 October 2024, workshops were organised to collect and identify the obstacles encountered by customers, continuing the Group's commitment to continuous improvement of the customer journey and experience.
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A new way of learning
To raise employee awareness of the importance of customer culture and improve the indicators used to measure customer satisfaction, Sfpi Group has developed a serious game in collaboration with the specialist COLLOCK team. Called ‘The Customer experience adventure’, this innovative tool is aimed at all the Group's employees. It confronts them with the problems they encounter, and suggests best practices.
Based on real-life situations, this visual novel, in which each player becomes the hero of his or her own adventure, allows players to experience three distinct adventures representing the key stages in the customer journey: the pre-order phase, order management and after-sales service. Each chapter, lasting 20 minutes, offers a variety of options for choosing the right answer, and a downloadable summary of best practice at the end. By adopting this playful and engaging approach, employees can learn independently and in a fun way through concrete scenarios, based on realistic problems.
Deployment of the Customer Experience Adventure
Innovation and excellence are at the heart of Sfpi Group's values. This project, the fruit of several months of intensive work by a team of dedicated contributors, is ready to be rolled out. To involve all the Group's employees in this immersive experience by familiarising them with this customer culture, the ‘customer experience adventure’ will be gradually rolled out across the Group's various divisions.
The ‘Customer experience adventure’ reflects the Group's commitment to its customers and marks an important step in its strategy to develop talent and operational excellence. The Group is looking forward to seeing employees embark on this adventure and to seeing the benefits it will bring to the organisation.
At Sfpi Group, we are moving together towards a future where every customer experience is exceptional, driven by passionate and well-prepared employees.
