Rexel - Customer satisfaction

Customer satisfaction is the cornerstone of Rexel's business model. Its analysis and measurement are therefore at the center of the organization. Rexel has adapted its KPIs accordingly and has created new cross-functional dashboards within the Group in order to be able to analyze customer satisfaction in further detail.

As an example, Rexel France has implemented a full customer satisfaction measurement framework which includes:
> An annual survey of more than 100,000 customers;
> Different types of omnichannel surveys;
> On-site customer satisfaction terminals in branches; and
> Workshops with customers.

The Net Promoter Score (NPS), a measurement tool for overall customer satisfaction, was used for the first time in 2018. Dissatisfied customers are systematically contacted by the sales teams in order to implement a corrective action plan.

86%

customer satisfaction (score above 7/10 as measured by the NPS)

What is the NPS?
The Net Promoter Score is a satisfaction index that measures customers' intentions to recommend a company. Measured on a scale of 1 to 10, it quantifies the “detractors” (0 to 6), the “passives” (7 to 8) and the “promoters” (9 to 10). The NPS is obtained by subtracting the percentage of detractors from the percentage of promoters.