Including customers in the investment strategy

SUEZ environnement’ investment programme for its Water activities in Bristol, United Kingdom, for 2015-2020 was developed in partnership with the company’s customers, to determine their priorities and their agreement to remunerate service quality and environmental performance. For each of the core priorities identified, quantitative objectives and performance indicators were set. By way of example, the SUEZ environnement’s local development plan for 2015-2020 now includes a key priority of environmental sustainability, with specific targets for the preservation of water resources by the company, control of water consumption by customers, and reduction of the overall environmental impact of the company’s business activities.

Perform-EE: co-construction of our response to industrial customers’ needs

SUEZ environnement’s industrial customers are confronted with several challenges in which economic and environmental performance intersect: control of energy supply, climate change, increasing numbers of regulations and reputational issues. The Group decided to provide an offer for these customers: Perform-EE combines a strategic advisory service with the operational rollout of solutions based on the elaboration of a progress plan organised into three stages: initial diagnosis (identification of Water- Waste-Energy-Environment synergies), in-depth diagnosis (formalisation of an operational progress plan) and the rollout of the actions adopted on the sites, which includes the monitoring of those actions and feedback to extend the process.

All About my Water: sharing information about water service with all clients

In 2010, SUEZ environnement launched “Idées Neuves sur l’Eau” (New Ideas on Water) in France, a programme of dialogue that shaped a new model of management of public water services, taking account of the expectations expressed by stakeholders through the formulation of concrete proposals in the form of the Contrat pour la Santé de l’Eau® (Contract for Water Health). One of the commitments made in the context of this Contract consisted in sharing knowledge about water with the general public more openly: the informational website “Tout sur mon Eau” (All About my Water) has met this demand. Designed in conjunction with a panel of users, the site also features an on-line agency, a customer support service to help consumers deal with their accounts and subscriptions. The service has been available to the Group’s 14 million French customers since 2014.

With remote metering, the water network becomes smarter



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Faire de nos clients des partenaires

00 %
of customers *
consider that service quality is the most important thing in the assessment of companies

*Perimeter: Australia, China, UK, USA and Germany

00 %
of customers *
appreciate being central to a company’s concerns

00 %
of customers
trust online
and smartphone payments

Commitment 4 : improve customer satisfaction and trust

For all SUEZ environnement customers – local authorities, companies and consumers – we strive for more than mere satisfaction with how we honour our contractual commitments or with the quality of the service we render. Our challenge is not only to set the standard in our business sectors, but also to be a partner with the foresight to anticipate our customers’ expectations and the ability to proactively provide them with the most suitable solutions.

2016 targets

  
00 %
Aim for a client (consumers) satisfaction rate of 80% in the Water activities.

  
00 %
Aim for a client (companies and local authorities)satisfaction rate of 80% in the Waste activities.


Increase the number of contracts including environmental performance objectives and quality of service.

RESULTS 2014

Customer satisfaction rate(1) Water:
(as a %)



(1) –End customers

OUR COMMITMENTS IN ACTIONS

  • Including customers in the investment strategy

    SUEZ environnement’ investment programme for its Water activities in Bristol, United Kingdom, for 2015-2020 was developed in partnership with the company’s customers, to...

  • Perform-EE: co-construction of our response to industrial customers’ needs

    SUEZ environnement’s industrial customers are confronted with several challenges in which economic and environmental performance intersect...

  • All About my Water: sharing information about water service with all clients

    In 2010, SUEZ environnement launched “Idées Neuves sur l’Eau” (New Ideas on Water) in France, a programme of dialogue that shaped a new model of management...

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Read
about our 12 commitments
Télécharger notre rapport de contribution
environnementale, sociale et sociétale 2014
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belicha-hardy

A word from
Arielle Bélicha-Hardy,
Managing Director, Customer Strategies Expertise, TNS SOFRES
Video
With remote metering, the water network becomes smarter