At the beginning of the COVID-19 crisis, our customers really needed us to support their business continuity. Our teams from all over the world were fully mobilized and committed to supporting our customers' activities and answering their emergency needs. Two years later, companies’ needs have shifted. Digital transformation has tremendously accelerated and reached another level.
The results of the 2021 satisfaction survey show what our customers appreciate the most while we were supporting them with this acceleration.
Once again, international customers are very likely to recommend Orange Business Services
One of the ways to measure the quality of experience is the Net Promoter Score (NPS). The NPS is an index ranging from -100 to 100 that measures the likelihood of customers to recommend a company's products or services to others. In our surveys, it is measured by a generic question: "To what extent would you recommend Orange Business Services as a supplier, by assigning a score between 0 and 10?" NPS is then calculated by taking the difference between the percentage of promoters (customers who gave a score of 9 to 10) and the percentage of detractors (a score of 0 to 6) to this response.
Our Net Promoter Score is very high: it reached 48 on average throughout 2021, which proves that our customers value and trust us.
Security, business relationships and technical performance are the three main pillars of satisfaction
One of the main topics our customers value is security. Eighty-seven percent of our customers particularly appreciate the level of security, confidentiality, integrity and availability of the solutions provided (with an 8, 9 or 10 out of 10 rating).
Our customers would recommend us because of the quality of the business relationship with Orange Business Services. Ninety percent of them particularly appreciate the relationship with the Account Managers and the Customer Service Management teams, as illustrated by the customer quotes in the attached infographic.
Finally, the technical performance and reliability of our solutions are other strong reasons to recommend Orange for 87% of our customers.
In 2022, some new challenges are appearing. The world and business environment are evolving very quickly, but you can count on us to continue being on your side and listen to your feedback with the will to constantly improve our solutions and ways of working to maintain a high level of satisfaction and trust.
For more details about the survey results, download this infographic.
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Raluca is Head of Innovation at Orange Business Services where she is responsible for co-innovating with our enterprise, start-up and partner networks to create new customer and business value. Raluca began her career in operations management at Citibank, working on retail banking transformation, process improvement and employee onboarding and engagement processes. Prior to her current role, she was Chief of Staff to the Head of Sales for International Business at Orange Business Services. She holds Masters and Bachelors degrees in International Business from the Academy of Economic Studies in Bucharest and Grenoble Ecole de Management in France. She is fluent in Romanian, English and French.