[PR.f, PR5] In our efforts to engage in a free-flowing dialogue with our customers, Fluidra conducts satisfaction surveys in order to find out first-hand their opinions and suggestions about our products and services. All of the companies in the Group use personalised surveys on their customers.
On a corporate level, work is being carried out to come up with a policy and a tool able to measure satisfaction in a more standardised way. The first step was taken in this di- rection in 2011 when the company conducted a customer satisfaction survey in Spain, France, Germany, Australia and the USA. Customers were asked for their opinions about and degree of satisfaction with issues such as quality and product availability, value for money, technical support, te- chnical training, post-sales services, helplines, incident reso- lution and delivery times.
The results obtained by Fluidra were satisfactory, with cus- tomers highlighting quality, the wide range of products and commercial services as the best points. The points to be improved included delivery times, and the lack of loyalty programmes and incentives.
It has been planned to gradually conduct this survey in countries around the world and thus be able to make an objective assessment of our customers’ opinion of us on a global scale.
In the framework of the 2011 edition of the International Swimming Pool Exhibition, Fluidra held the first dinner for AstralPool’s international clients. It was presided over by Joan Planes, the Group’s chairman, Eloi Planes, the CEO, and Andreu Mas-Colell, the Minister of Economy and Knowled- ge of the Government of Catalonia.
Over 320 clients from 15 countries took up the invitation extended by Fluidra to attend the dinner and a modern hip-hop show, during which an artist drew some graffiti live on stage on some of our most outstanding new products, amongst which was the Max pool cleaner. This was an inter- esting and relaxing evening during which Fluidra was able to get feedback from many of its customers on their expec- tations and the suggestions they had for the company.
Responsible marketing
[PR3, PR6] The marketing campaigns conducted by the companies in the Group are in line with the corporate prin- ciples of honesty, rigour and veracity, as required by the le- gislation in force and the Group’s internal codes of conduct. All products are properly labelled and contain all of the in- formation customers need for their responsible and proper use. All information is translated into whatever languages may be necessary.
In 2011, no incidents or significant cases of non-compliance were detected in terms of the non-fulfilment of health and safety regulations, product labelling, marketing commu- nications or customer confidentiality. Although minor in- cidents were detected in some of the Group’s businesses, they were immediately investigated and products subse- quently removed from the market, if this were necessary to resolve the problem. [PR2, PR4, PR7, PR8, PR9]
The most valued aspects by Fluidra customers are quality, the wide range of products, customer attention and commercial services offered
46 (
OUR CUSTOMERS
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76