Alstom pursues long-term partnerships with its customers based on trust and proximity in order to:
- understand their challenges and expectations;
- commit and deliver on promises and seek their feedback proactively through regular surveys and related improvement action plans;
- build a stronger relationship with them through regular events, technical meetings with groups of customers, etc.
Customer satisfaction surveys
Alstom executes most of its contracts as projects in the field, installing and commissioning products and systems and integrating or maintaining them within complete transport systems. At any one time there are some 450 of these projects in execution for contracts, about 300 with a value over 15M€. To monitor the satisfaction of our customers on these projects, we undertake Project Surveys for about half of these 300 contracts. All projects where satisfaction level is below 8.0 over 10 are subject to project-specific action plans and feedback loops with customers. Average satisfaction indicator rose from 7.8 in 2014 to 8.1 in 2016.