Europ Assistance - Activity Report 2015-2016 - page 34

To offer services designed to
resolve difficult and stressful
situations, we have developed a
strong “caring” culture. In order to
extend this to the very heart of our
organization, we have launched a
programtomonitor andact oncus-
tomer satisfaction (NPS)* simulta-
neously through 10 entities (p34)
and deployed lean management
across our main subsidiaries
(p37-38).
We have also launched a global
CSR** program initially focusing
on disability (p40).
* Net Promoter System
** Corporate Social Responsibility
CUSTOMER SATISFACTION LEAN MANAGEMENT SOCIAL CORPORATE RESPONSABILITY
32
FOR PEOPLE
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