Markets

Customer Satisfaction Survey

Ordina has been using the Service Excellence Program to identify its customers’ perception, satisfaction and expectations about its service objective since 2009. For customers as a whole and individually, the Service Excellence Program enables Ordina to:

  • monitor customer satisfaction developments;
  • identify areas for improvement in its service;
  • define external and internal improvement actions;
  • monitor whether the improvement actions are achieved. 

For more information, please refer to the flyer Ordina Excellence.

Senior managers at Ordina frequently conduct customer interviews as part of the Service Excellence Program. These interviews are always held by a manager that is not involved in the work for the relevant customerto maintain  our objectivity.

One of the questions that we ask our customers is: "How likely is it that you would recommend our company to a friend or colleague?" In asking this, we implement the Ordina Promoter Score (OPS) and measure the customer satisfaction. The OPS has risen considerably over the past few years as can be seen in the table below:

OPS score in percentages

We are actively working on increasing the OPS. Our ambition to achieve an OPS of 70 in 2014 is included in our management agenda 2013/2014.