Passion for customers Edenred
Edenred

Passion for Customers: How Edenred takes this value from theory to practice

7 de September, 2022

“The main reason why customers switch from one company to another is because they don’t feel valued.”

Forbes, 2019

Why the need for customer orientation?

In a global and digital world, consumers have become increasingly involved, informed and demanding in their relationship with brands.

Consumers have the power to search for what they want, where they want it and when they want it. They have at their disposal a multitude of solutions that can meet their needs. And they also find it very easy to find them – and to change if they are not satisfied.

That’s why it’s so important to ensure that the customer has a good experience with our product or service. Having a customer-centric approach is crucial to the success of any business and, at Edenred, we work every day to put this into practice. Find out how!

What is the Passion for Customers program?

Aware that there is always room for improvement, and with the aim of delivering the best customer experience in the social benefits sector, Edenred has materialized one of its values “passion for customers” in a program of the same name.

The Passion for Customers program is a global transformation program that aims to put customers at the heart of the business and ensure that they have the best possible experience with our solutions and our service.

This is done in three ways:

Listen

Gather feedback to understand the buying journey and customer experience

Endow

Providing employees with knowledge and tools to ensure the best possible experience

Acting

Taking advantage of information sources and feedback to improve the whole experience

How does the program work?

Customer satisfaction is measured using an NPS (Net Promoter Score). Every quarter, an email with a satisfaction questionnaire is sent to a group of companies, employees and establishments.

A platform is used to find detractors, neutrals and promoters.

Then, depending on the results, an action plan is drawn up:

Detractors

Understanding the causes of dissatisfaction and what practical actions we can take to combat them

Neutral

Identify possible opportunities for improvement in the journey so that they can become promoters

Promoters

Understand the success factors, replicate good practices and encourage them to share their positive experience

The results

Passion for Customers program allows Edenred to develop practical actions that respond to problems or opportunities raised by our own customers, users and partners.

Some of these actions have been related to:

  • Digitalization and product development;
  • The daily expansion of the network of participating establishments;
  • Optimizing platforms and logistics processes;
  • Among others.

This culture of continuous improvement is fundamental to promoting a positive overall experience for all these stakeholders with our solutions and our service.

Because at Edenred, passion for the customer is a value that we try to put into practice every day!

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