Prysmian Group started to carry out specific one-on-one interviews since 2015. These interviews are conducted with strategic customers on an annual basis and managed directly by the Group's Customer Centricity E&I manager, in close collaboration with the sales functions of the countries and regions. The questions covered are about sale conditions, product offering, logistic and service, marketing and branding, and overall business strategy.
During 2019, 25 Major Key Customers were interviewed in Norway, Finland, Sweden, Denmark, Netherlands and the USA. As a result, specific actions were identified for implementation in 2019 to manage important priorities expressed by customers in different geographical regions. Specific follow up actions will continue also in 2020.
In 2019 this activity has been particularly relevant since we covered Group’s three main Brands -- Prysmian, Draka and General Cable -- for the first time after the merger with General Cable
Prysmian conducts Web Surveys to measure the level of customer satisfaction and enhance the level of problem-solving. These surveys are carried out through a platform connected with the Prysmian Customer Relationship Management (CRM) Sales Force, thus allowing countries that already use CRM to obtain the Survey results in their portals. The Surveys look at business conditions, products and services offered, customer support, brand awareness, and range of products, identifying a minimum of 28 Main Drivers by Category of relevance.
In 2019, Web Surveys were run in the North Europe Region (Sweden, Norway, Denmark, Finland) and in Spain.
In North Europe Region, on a scale of 1 (minimum) to 5 (maximum), customers reported the following scores on 30 main Drivers:
Denmark 3.5 average scored with an average importance of 3.7
Finland 3.8 average scored with an average importance of 4.0
Norway 3.6 average scored with an average importance of 4.2
Sweden 3.7 average scored with an average importance of 4.0
Spain scored an average of 3.5 in a scale of 1 (minimum) to 5 (maximum) with an average importance score of 4.1.
In 2019 we started to roll the Web Survey Group approach out across other countries, starting from South Europe (namely France and Italy). The aim is to allow other Business Units and Countries and/or Region to leverage a common Group methodology and platform and at the same time, to be independent to run them during the year according to business or service requirements.
Customer centricity underpins many of our sustainability targets, particularly those involving the development of “green” products, because achieving those targets involves meeting customers’ needs.
Prysmian’s customer-centricity is a key part of its mission, making it a good choice as an investment because its business choices will be grounded in the market.
The main purpose of this App is to calculate the most suitable cable and cross section given electrical installation parameters, and to offer videos and technical contents to the Installers.
The tool is accessible in Spain, in the Netherlands, UK, Italy, Turkey and Norway for both Customer and Installers. A dealer locator feature is now available on the App. It will be rolled out across the regions.
Following the Customer Centricity strategy launched across the Regions, this program will improve Customer Satisfaction combined with an automated Customer Service.
Benefits for the customer include:
• Fewer calls to Prysmian’s back office
• One digital infopoint
• 24/7 info availability
• Procurement cycle optimization