Customer satisfaction

Customer inspecting the TN85 container at the La Hague facility (France)

Our commitment: Innovate to improve our customer offer

In order to increase customer satisfaction, AREVA listens to their expectations, anticipates their needs and supports their growth.

  • Objectives and results

    Concrete objectives

    • Revitalize the listening process and reaffirm our customer focus
    • Develop and implement an action plan based on customer surveys
    • Continue deploying innovative offers

    Tangible results

    Strengthening our customer response

    In 2008, AREVA conducted a customer satisfaction survey on the entire nuclear cycle. Over 1,000 interviews were carried out among 40 customers, including 250 face-to-face interviews with top management and 750 online questionnaires with operational staff. Approximately 200 actions were identified as a result of the survey:

    • 45% related to the bidding and negotiation process
    • 25% related to customer relations
    • 25% related to products and services
    • 15% related to project management

    The survey enabled us to identify 3 performance improvement objectives:

    • Continue to develop high value-added fields
    • Highlight innovative offers that suit the needs of customers within commercial proposals
    • Maintain our ability to provide both efficiency and growth

Strategy

The group offers comprehensive solutions that meet the major global energy challenges by reducing CO2 emissions.

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