Today, choosing Orange is not only about our products but, as a customer, it’s also about the quality of your experience with us. Launched in 2019, the Orange Service Pledge is already in place as our guarantee that Orange is delivering your key expectations: service delivery, customer care, service management and billing.
You expect us to be more reactive when you contact us, whether it’s for a commercial request or to open an incident or maybe even to file a fraud-related claim. You also expect more visibility on your requests: how long before Orange starts working on my case? When will my services be repaired or when will they be operational? At Orange, we always look to enhance our service and continue to improve your experience.
■ In our teams outside France, during 2020 we doubled our workforce for implementing our solutions and delivering our Service Management functions.
■ We introduced new tools and a new process to be quicker in the analysis of incidents. Today, for 50% of all incidents, we deliver the first real feedback in less than 2 hours and this rate is set to improve by the end of the year.
■ We have reached a significant milestone, with 90% of major incidents resolved within 12 hours, compared with 24 hours in 2019.
■ We significantly improved service provisioning, with an average reduction of 11 days for each order delivered compared to 2019
But that’s not all! A great experience doesn't just start with a contract signature or an order form. For those of you who are not yet Orange customers, you can be sure that we also commit to replying within 3 days for all business-related enquiries submitted through our website. Check in again next year for more news on the Orange pledge!
