2017 Sustainability Overview | Prysmian Group

45 The interviews covered various thematic areas, including sale conditions, product offer, service / delivery, documentation, customer support, brand / relationship, Net Promoter Score, Effort Score. The selected target customers are of strategic importance for the Country and for the Company, in the context of Business & Installer, Power Distribution, Industrial / Special Cables, Accessories. Following the one-on-one interviews carried out in China and Hong Kong during 2015, the Group selected eight major customers in the Trade&Installer and Utility Business sectors in North America. The results were positive, especially in the U.S., where the overall score from a Distributor was 8.7/10, rising to 9/10 from the Utility customers. In particular, the interview with the Distributor identified as areas for improvement the price/quality ratio and variety of the product range scored 7/10. On the other hand, the scores obtained from the Utility customers were never less than 8/10 in any area. In Canada, the Group obtained an overall score from one Distributor of 6.8/10, with 6.5/10 and 7/10 from other Distributors. In particular, the new areas for improvement identified were the ability to track information about the various orders placed, the accessibility of the Contact Centres, the delivery process and customer support. The results obtained from Utility customers were higher overall, reaching 7.4/10 and 8.7/10. Based on these results, North America decided to implement specific actions between in line with the evidence obtained in the meetings, with a supporting role played by the Milan Headquarters. In 2017 interviews were conducted in the United States also for the market segment for Special Cables and in Europe for the T&I segments. Six American customers were interviewed in the Distribution and Utility sector. Quantitative feedback was obtained only from 3 customers, while more business and market issues were addressed with the remaining ones. Always with the aim to strengthening its relationship with key Customers, in 2017 again the Group carried out specific one-on-one interviews in parallel with the Web Surveys, managed directly by the Customer Centricity Department, that obtained very positive results, as the subjects involved have shown they like to share their ideas and feedback directly with headquarters. The Group aims to implement Web Surveys for 2018 in France, Italy and the Nordic countries. In order to improve the response rate, additional methods for engaging its customers, are being evaluated, with also the using of dedicated tools, such as specific APP. One-on-one interviews are planned in 2018 also in the UK and in ASEAN, where a meeting is scheduled with at least 8/10 major customers. It is likely that China and Hong Kong will also be included, as a follow-up to the interviews conducted in 2015. In 2017 Prysmian also launched the Product Information Management project aimed at creating a tool to manage the technical and commercial information of products in an efficient and shared manner. As in the digital age information needs to be provided in real time, the management of product data is crucial. The objective is to equip the Group with an internal tool that allows customers, especially distributors, to provide all the details and technical and commercial specifications of the products, such as functionality features, images, videos and demos, for creating visibility on online sales channels. The operational phase of the project started in early 2018 with Holland as the pilot country. Other European countries are following in the implementation of the tool, which is estimated to cover at least European products within 3 years. SURVEYS TO CONTINUE IN SEVERAL AREAS PROJECT INFORMATION PROJECT LAUNCHED ONE-ON-ONE INTERVIEWS SHOWED HIGH SATISFATION