Atos - Registration Document 2016

D Corporate Responsibility D.3

Generating value for clients through innovative and sustainable solutions

and sustainable solutions Generating value for clients through innovative D.3

Meeting client needs and expectations [G4-DMA-Product and service labeling] [G4-PR5]

D.3.1

Permanent improvement of the clients satisfaction

D.3.1.1

the Overall Customer Satisfaction; • the Net Promoter Score as defined in Atos industry. •

processes execution, objectives and results. includes quarterly review at the Executive Committee to focus on goals to support its long term growth. Associated governance Client satisfaction is a major Atos objective, part of its business Improving client experience and associated satisfaction is the SEVP Global Operations. Quality Steering Committee, chaired every 2 months by the n°1 objective of Atos quality policy and the primary focus of Atos As part of Atos 3-year plan Atos tracked two KPIs at global level:

actions for quality and productivity improvement or customer innovation workshops or innovative proof of concept, to tactical below. It works from the strategic level, with actions like survey engine to drive action plans accordingly as described improvement on the “shop floor” operations. journey mapping to ease client interactions, to continuous A comprehensive improvement loop is built from three layers

Atos three layers satisfaction survey process and the improvement framework are represented as follow:

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