Monitoring customers. Ten years of monitoring at France Telecom

Jacques Antoine, Claude Mariotte and Jean-Michel Serre

This document presents the system of surveys and indicators, in use since 1987, which allows France Télécom to monitor customers on a permanent basis.

Monotoring Customers. Ten Years of Monitoring at France Tlcom

Jean-MichelSerre, Claude Mariotte, andJacques Antoine, France Tlcom, France

INTRODUCTION

Customer satisfaction is France Tlcom's constant concern, on account of its influence on customer loyalty and on the reputation of the France Tlcom Group in a situation where the market is now being opened up to competitors.

Customer satisfaction depends on not only the technical quality of service performance, but also the ability to monitor and communicate in order to maintain high standard commercial relations, from customer reception to after-sales service.

To this effect, France Tlcom...

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