The customer satisfaction measurement and listening revolution

Jean-Paul Dayan, Laurent Depond and Gerard Bon

This paper addresses the CRM experience of Orange France, a mobile phone service provider, in assessing the customer care experience of its 18 million customers.

The Customer Satisfaction Measurement And Listening Revolution

HighLevel CRM

Grard BonOrangeLaurent DepondOrange andJeanPaul DayanStetson

INTRODUCTION

Customer Care at Orange France

Orange France has approximately 18 million customers for four lines of mobile phone services. Our customer care handles approximately 200,000 calls per days taken by nearly 5,000 advisers working in some fifty call centres spread throughout the French territory. Customers contact us for various reasons: commercial requests; technical issues; a wish to replace their handset; etc.

Customer care is the keystone of our strategy, both for increasing loyalty and developing customer value. We therefore...

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