listening to and supporting our customers

The relation with the customer is an essential element of our activity. Facing sometimes complex technologies, we must provide our customers with simple services of quality and simple to use. In order to support and satisfy our customers at best during their relation with Orange, we work on the design of our offers and invest to support service quality. A system of measures, made up of opinion polls or specific studies, allows us to thus determine the progress to fulfil in our relation with companies and private customers. The effort particularly concerns call centres, for which we use innovative solutions to reduce the waiting time (such as interactive menus, for example) or to guarantee a better understanding of the offer. Continuity of service is also a strong commitment of the Group : our crisis management process ensures a rapid and effiective response to urgent situations (power cuts, damage to network due to storm, breaking of underwater cables, …).

simplifying the use of products and services
Orange works on the simplicity and effectiveness in its offers. A specific program, Simplicity+, is dedicated to this objective. Customer testing centres allow our products to be evaluated by reconstructing situations and real conditions of use.
We develop the evaluation of our offers thanks to the opening of three new test centres in Spain, Switzerland and Egypt, which aim to evaluate and improve the simplicity of our services. In France, there are 174 offers and products which were examined in this manner by customers in 2008.

our assistance services
We offer assistance services adapted to make our customers' lives easier, to guide their choice, to install their equipment at home... In addition our services areas, the customers have online help at any time at our websites.