What do our international customers say about us? Here is the answer.

Twice a year, we reach out to our customers to get detailed feedback on the quality of the experience they have with us. Among other things, this allows us to calculate our Net Promoter Score (NPS). The results of the 2020 survey are excellent, and we want to share with you why.

Our 3000+ international customers are located in over 100 countries around the world. Thanks to our global capabilities and our local presence, we provide account management, support and operations to help our customers benefit from the best of telco and digital solutions on a daily basis. We like to think of ourselves as very committed to our customers – but nothing prepared us for what happened in 2020.

With the health crisis we are going through, we have been pushing the boundaries of what being committed to customers actually means. All of a sudden, being responsive, cutting corners to deliver upgrades, shortening supply chains, making faster decisions, delivering resilient – and sometimes brand new – solutions in the face of unprecedented stress became vital. Our customers were facing huge challenges, and our only reaction could be solidarity. It was all very crazy. So when we ran our survey at the end of 2020, the gratitude that came back was overwhelming.

What do our international customers say about us? Here is the answer.

Last semester, the Net Promoter Score of our international customers reached +50, which is outstanding

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness 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. We randomly select customers to whom the survey is sent, making sure we have a good balance across our regions and that we don’t always survey the same customers.

Fifty is a very good performance rating, and for us, it is proof that our customers value and trust our company.

International customers are very likely to recommend Orange Business Services

The satisfaction survey shows that 97% of our customers trust Orange Business Services as a business partner. This rate reaches 100% for the “promoters.” Promoter customers represent 58% of our multinational customers, which means that 6 out of 10 customers would enthusiastically recommend Orange Business Services strongly as a trustworthy provider.

Our international customers are particularly happy* with the global security (90%) and the technical performance of our solutions (86%) as well as the quality of their relationships with their account teams, account managers (89%), customer services (88%) and contract management (81%). This is very important for us, because it shows that we do what we believe in: that the power of technology is best unleashed when there is a solid, trusted relationship between people.

These excellent results are mainly due to the quality of our offers and the quality of our expertise, as well as the crucial role of the extended account teams.

The customers that recommend Orange Business Services most strongly (with a 9 or 10 out of 10 rating) particularly highlight the quality and stability of services; our skills, professionalism and expertise; as well as our strong, committed relationship.

I would like to extend a big thank you to our international customers for your continued trust in us. We realize that 2020 was a very special year. All the challenges we faced had at least one positive outcome: a lot of trust has been built between ourselves and our customers. As we move into the post-pandemic era, it is this trust upon which we want to build the new digital world.

For more details, download this infographic.

 

*percentage of responses with 8, 9 or 10 out of 10 ratings

Marie-Hélène Briens Ware
Marie-Hélène Briens Ware

I am originally an engineer and have been with Orange for 18 years. Most recently, I have been on the business side of things and am now Head of Customer Experience. It’s a very exciting part of the business to be in: it’s where everything we do – offers, sales, operations, IT, digital, communications, etc. – come together to deliver our full value to customers. I am married, I proudly hold dual citizenship (French and British), and I enjoy bird watching, old movies and playing squash in my spare time.