Sustainable Development Goals – Goal 17 (logo)Sustainable Development Goals – Goal 17 (logo)

Solvay’s objective:

2020

35%

Increase the “Net Promoter Score” to 35%

Since 2014, Solvay has been monitoring and publishing the Group's Customer Satisfaction results by consolidating the Group Net Promoter Score (NPS), compiled through GBU-driven "Voice of the Customer" (VOC) inquiries.

In 2015/16 all GBUs, with the exception of Technology Solutions and Composite Materials, performed for the first time a comprehensive satisfaction survey covering all major aspects of the customer experience.

For the two new GBUs, a light VOC inquiry measuring only the NPS was performed in the last quarter of 2016, owing to time constraints related to their integration. The same procedure had been applied in 2014 when the Group's NPS was first measured.

In %

 

2016

 

2015

 

2014

Legend: Net Promoter Score is a customer loyalty metric developed by (and registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.

Solvay’s Net Promotor Score (NPS)

 

27

 

24

 

14

In 2016, the Group made further progress in terms of customer satisfaction with an NPS of 27%, on the right track towards achieving our 2020 objective.