2017 Sustainability Overview | Prysmian Group

THE MEASURE OF SUCCESS PRYSMIAN GROUP 2017 SUSTAINABILITY OVERVIEW In the process each question linked to customer satisfaction is evaluated with a score between 1 and 5 in the five areas of investigation: business conditions, products and services offered, customer support, brand awareness and range of products. The Net Promoter Score and Effort Score are also calculated. The average response to Web Surveys is between 5% and 7%. The system has thus ensured significant efficiency in terms of response time, bringing the average response time to the survey to below 10 minutes, compared to the 40 -45 minutes required with the telephone interview method. Since 2016, Prysmian has introduced a new Customer Satisfaction survey system, managed directly by the central office of the Customer Centricity area, with the aim of carrying out specific surveys and managing the data provided via a dedicated web portal. In 2017, the project mainly involved the customers of the Trade & Installer segment, with the possibility, in the future, to extend to other business segments. POSITIVE RESULTS FROM THE WEB SURVEYS The Pilot Projects planned for 2017 have been successfully conducted in Spain, Portugal, Brazil and Argentina, followed by the Central-Eastern Europe Region. In Spain and Portugal , in 2017, 28% of the target customers involved compiled the Web Survey. The average score was 3.35. The percentage of involvement in Brazil was around 11%, while the average score for customer satisfaction was 3.64%. In all three areas, the action s identified as priorities are linked to the areas of terms of sale, logistics and customer support. In Argentina , the response rate in 2017 was 36%. Despite the score obtained being quantitatively low both in terms of average importance of drivers 1.52 and average score reached around 1.24, the results of the Net Promoter Score and Effort Score are positive. The areas of intervention to be improved are: terms of sale, product offer, service/delivery, documentation and customer support. The EU area included Germany, Slovakia, Austria, Hungary, Poland and Romania and had an average score of 3.87, the highest to date. The survey has nonetheless highlighted areas of intervention in sales conditions. The countries in which more targeted interventions are required resulted Germany in terms of logistics, sales conditions and customer support, Austria for sales conditions and product offer and Hungary for logistical aspects and sales conditions. CUSTOMER PRIVACY