81 / 334
D
Corporate Responsibility
D.3
Generating value for clients through innovative and sustainable solutions
Atos
|
Registration Document 2016
81
D
representatives (management and / or sales) and covered Atos
The strategic surveys are handled by Atos executive
top accounts (200) through face to face interviews.
feedback at contracts level from the clients team on Atos
The tactical surveys are driven by the Divisions and allow getting
services or project deliverables and overall performance.
allows monitoring of service performance perception and driving
asked from the end-users following a service request. This
For large account serviced by Atos, an immediate feedback is
daily operations.
survey, related intimacy and relationship improvement actions.
sales operations and the client executives for the strategic
worldwide. The whole program is driven by Group quality with
described in Atos customer experience framework deployed
reviews and of division monthly reviews.
Progress and feedback tracking are part of account quarterly
for the tactical surveys and associated improvement loops.
It is driven with the Divisions quality customer experience team
workshops, cook books on most repetitive situations are
The overall improvement loops, associated tools, specific
while enlarging the Clients based engaged in this process from 55% today to more than 80% of the External Revenues as shown below:
At Strategic level, Atos 3-year plan for 2017/2019 is aiming at reaching and sustaining an overall Net Promoter Score (NPS) above 50%
2012
2013
2014
2016 Target 2016
@ 130%
Target 2019
> 50%
2015
16
1
■
Detractors
■
Passives
■
Promoters
■
NPS
19%
26%
34%
44%
56%
60%
53%
48%
46%
42%
36%
30%
29%
25%
20%
15%
8%
63%
29%
8%
10%
1%
-10%
14%
29%
48%
50%
55%
&DATAMANAGEMENT:
OVERALL CUSTOMER SATISFACTION FOR THE INFRASTRUCTURE
Management Division.
Satisfaction management program across Infrastructure & Data
trend and confirmed effectiveness of the first phase of Atos
So with 4 years background now, Atos can display a positive
Target H2 -16
H1
2012
H2
2012
H1
2013
H2
2013
H1
2014
H2
2014
H1
2015
H2
2015
H1
2016
H2
2016
6.7
6.9
7.1
7.6 7.6
7.8 7.9
8.1 8
0,14
8.2
&DATAMANAGEMENT:
NET PROMOTER SCORE FOR THE INFRASTRUCTURE
Target H2 -16
H1
2012
H2
2012
H1
2013
H2
2013
H1
2014
H2
2014
H1
2015
H1
2016
H2
2015
H2
2016
-17% -16%
-5%
14%
10%
22%
27%
41%
34%
49%
Atos can now also display similar trend for the Division Business
Platform & Solutions, leading to similar conclusion.