Customer experience at Elis

Cornerstones of the Elis customer experience

Customer experience has guided our actions since the Group was founded. Elis uses three key principles to ensure we always have a relationship of trust with our customers:

  • Proximity

    Elis’s extensive network helps us to support our customers wherever they are by guaranteeing short turnaround times. There are dedicated contact persons in every Elis centre who nurture customer relationships and make sure our services run smoothly.

  • Simplicity

    Maximum efficiency is guaranteed when you let a multi-service partner handle the laundry and maintenance of workwear, linen or hygiene products. It will save you time, leaving you free to focus on your core business.

  • Reliability

    Our goal at Elis is to have industry know-how, turnkey solutions, consistently excellent service, considerable flexibility and controlled costs.

We are here to help improve your experience

Integrated into the Marketing department, the Customer Experience department reflects the Group’s commitment to adopt a customer-focused strategy. This can also be seen in the "5 stars" customer satisfaction programme which unites all of our employees around five major commitments:

❯ making sure that customers are completely satisfied with the services provided;

❯ providing a service that meets customer expectations;

❯ providing a more personalised service by getting closer to customers;

❯ responding rapidly and effectively to customer needs; 

❯ being proactive and proposing solutions.

The Customer Experience department further strengthened these efforts by launching the “Customer Voice” programme in 2017, aimed at paying greater attention to customer feedback at Elis centres through revamped processes and training sessions.

Using digital technology to foster personalised relationships

Every year, Elis develops new innovative tools to help meet customer needs and give all customers a better experience. For example, Elis is rolling out a CRM (Customer Relationship Management) programme to make each and every interaction with our customers more relevant and in line with their expectations.

 

Using digital technology to foster personalised relationships

Every year, Elis develops new innovative tools to help meet customer needs and give all customers a better experience. For example, Elis is rolling out a CRM (Customer Relationship Management) programme to make each and every interaction with our customers more relevant and in line with their expectations.

Customers at the core of our DNA

  • 400,000

    Customers in 28 countries over two continents

  • 26,000

    Satisfaction surveys conducted in 2020

  • 85,8 %

    Customer satisfaction (according to a study conducted by Elis in the first half of 2020)

  • + 4

    Net Promoter Score (NPS) over all other countries in the Group

Discover also

Our CSR Policy

Innovation at Elis

Investor Relations

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