Customer satisfaction

Customer satisfaction is based on a range of factors including:

An appreciation of the look, feel and inherent quality of the product
The appropriateness of the product design for its use
Customer experience in our stores
Our responsiveness in putting things right if things go wrong

Each of our Maisons has comprehensive systems in place to assess levels of customer satisfaction. We get feedback through our stores, our after-sales services, through customer surveys and discussion groups.

Case Study: Cartier

Cartier has developed a Service Charter for its boutiques which sets out the standards of service that customers should expect and how it will respond to issues that are raised by its clients. The charter is a living document and evolves as Cartier develops new products and services. The charter provides a focus for the company to develop its customer service training covering issues such as managing high density periods. Staff training is tailored to the training needs and customer demographics for individual stores. The company operates a customer satisfaction barometer monitoring performance on a number of key service indicators.