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D
Corporate Responsibility
D.3
Generating value for clients through innovative and sustainable solutions
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and sustainable solutions
Generating value for clients through innovative
D.3
Meeting client needs and expectations
D.3.1
[G4-DMA-Product and service labeling] [G4-PR5]
Permanent improvement of the clients satisfaction
D.3.1.1
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:
the Overall Customer Satisfaction;
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the Net Promoter Score as defined in Atos industry.
•
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: