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Customer experience (CX) trends in the public sector & services industry
PRESENCE‘s CX approach, a must for
for service brands
This redesigned competitive landscape makes it necessary to understand the factors that drive customer and user choices. Improving the customer experience requires the deployment of renewed offers that correspond to actual market habits, the optimization of service quality and the addition of additional services that reinforce customer satisfaction.
Cas study: a major actor in social housing
Concerned about knowing the satisfaction of its tenants on the whole of the tenants’ journey and to set up actions according to the obtained results, we have supported this social organization for 3 years in the implementation, the field, the restitution of the results, the advices and the accompaniment on the action plans.
- The annual global satisfaction barometer
- Event-driven and specific surveys (following complaints, following work, new and old entrants, post-rehabilitation or major work)
These actions are appropriate and beneficial, as we have seen an increase
in the overall satisfaction rate of 6 points in 3 years.