Alstom pursues long-term partnerships based on trust and proximity to its clients in order to anticipate their needs and develop tailored solutions.
Customer reviews
Alstom Transport regularly conducts interviews to analyse customer and market needs and perception of its products. This data feeds their Customer Needs Review process that informs strategy and product development.
Alstom Power also conducts customer debriefs on completion of every project.
In addition to in-depth customer reviews every two years, Alstom Grid organises user workshops that help define innovation and R&D programmes. "All Ambassadors" programme was launched for all its employees involved in customer relations.
Customer satisfaction surveys
Alstom Grid conducts yearly satisfaction surveys with its 20 000 customers. All collected data is fed into a claims system in order to launch any necessary corrective actions.
Since 2005, Alstom Power has conducted long-term customer satisfaction surveys. 300 customers responded in 2008, and a new survey is set for 2011.
Exchanges leading to technological innovations
Alstom Power also conducts study groups that bring together experts and customers around specific technologies and products, such as the Alstom Turbine Generator symposium which brings together hundreds of US customers every year. In adddition to the study groups, Alstom Power organises more technical meetings, product roadshows and seminars that facilitate exchanges between customers and worldwide professional bodies.