Customer excellence

Customers: a source of inspiration at the heart of the Group’s strategies

Prysmian puts customers at the heart of its business, involving them in the development of customized projects and monitoring their satisfaction via surveys and interviews. A strategy based on Digital Customer Experience, Data Intelligence and Digital Culture Evolution initiatives enables us to improve customer relationships and cut the Time To Market.

Assessing customer satisfaction

Prysmian continuously monitors the level of customer satisfaction to enable us to efficiently respond to any issues.

The interviewed customers were given six main macro-categories: commercial strategy, innovative products and solutions, supply chain activities, customer support, marketing, and digitalization. Participants were asked to rate the importance of each driver and their level of satisfaction with Prysmian’s performance for each one.

The NPS (Net Promoter Score) tool, used to measure customer satisfaction, reported positive coverage overall (+37%).

Tools and channels for gathering customer feedback

Prysmian provides customers with clear and readily accessible channels for requesting assistance, expressing concerns or communicating specific requirements. The company provides transparent information on local customer services, service centers and online platforms via corporate websites and technical documents about products. These tools are designed to facilitate direct and prompt contact with consumers.
Fairs and events present further opportunities for formal dialogue with the market: interaction at stands, technical workshops and post-event follow-ups to gather feedback to be integrated into innovation and service improvement processes.
Prysmian also promotes awareness of these channels via ongoing training of its sales and customer care teams.