Building trust through quality and connectivity

On 15-01-2024
Reading time : 4 minutes

Orange Wholesale’s 2023 annual large-scale customer survey reveals encouraging results, notably a positive trend in our Net Promoter Score (NPS) over the past three years. The survey underscores your appreciation for our exceptional sales services, reliable network and trusted partnership in achieving carbon emission goals.  

QoS and network performance are markers of success

According to Tristan Rayroles, Customer Experience Director at Orange Wholesale, customers resolutely promoting our brand are on the rise since 2020, reaching 47% in 2023. Orange Wholesale’s consistent emphasis on service quality has resulted in 9 out of 10 clients satisfied or very satisfied with the great relationship they have with their sales and delivery representatives, praised as being “very professional, very knowledgeable, friendly and easy to work with”. 

The survey also showcases the high level of satisfaction with our network performance thanks to our robust and reliable infrastructure. Earning your appreciation, our investments in advanced technologies and in network optimization in order to minimize disruptions and improve connectivity.  

Reaching your CSR targets matters

Orange Wholesale actively addresses your concerns. A growing number of customers are eager to trust us with new products and solutions, a testament to your confidence in our ability to meet your needs. Furthermore, 77% of the respondents express a “strong desire to collaborate with us” in order to achieve their carbon emission targets.  

Our future commitments to you

This survey highlights Orange Wholesale's positive NPS trend and our commitment to proactively handle complex incidents and commercial requests. We are solidifying our position as a top-tier service provider as we enhance your experience to ensuring long-term customer loyalty and satisfaction.  

Going further, we understand that customer expectations are changing and that new offers and services require a new approach to evaluate customer satisfaction. So we decided to give a fresh look to our service level commitments and to initiate a complete overhaul of our Customer Service Pledge. 

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