Customer satisfaction

> Our goal every day: Completely satisfy our customers
> "Focus" on the TCS approach in France

"Focus" on the TCS approach in France

Launched in 1998 for priority and express services in France, the TCS approach (Total Customer Satisfaction) has allowed teams to improve on many points:

  • increasingly participative management,

  • better project management,

  • greater solidarity in the network,

  • real team spirit,

  • shared passions and objectives,

  • shared practices and languages,

  • increased effectiveness to launch projects and handle problems,

  • continual improvement of the quality of services

  • ...

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    Today this approach is being progressively extended to the group's other lines of business. With a shared goal: be the acknowledged reference for customers in terms of the quality of the offer and service, for associates in terms of the excellence of management and organization.
     

    95% of Geodis customers in France are satisfied!
    The relevance of the TCS approach was highlighted in 2003 through a study conducted between May and July by and independent study institute, CPM.
    This study revealed that 95% of customers were satisfied.
    Taking into account the responses of 1,900 priority and express service and logistics customers in the ten regions of Geodis France, this index indicated an increase of 14 points over 2001.


    Make life easier for customers by developing new services
    Our proximity to customers was reinforced in 2003 with the deployment
    of the interactive e-sp@ce offer

    Pragmatic and effective, this range of services makes it easier for them to access Geodis services, both for scheduling pick-ups and obtaining information. During this first full year of operation, more than 8,000 customers were connected. A number that should jump to 15,000 in 2003.
    An offer that speaks to the capacity of Geodis to innovate in order to make life easier for its customers and partners.