Continually improving the Lectra experience
We provide the best experience possible to satisfy our customers
We have a Customer Experience team responsible for defining the best experience possible with our solutions, as well as in daily interactions with Lectra (product demonstrations, installation and integration of our solutions, call-center interventions, on-premises interventions, training, etc.).
We set a high standard for ourselves on all service indicators: response time, remote resolution time, first-time fix, and current status of open cases at our expertise centers are at the core of our daily operations and with high levels of objectives.
Customer opinion is the key to Lectra’s success
Since 2018, more than 15,000 people have participated in our Customer Voice program.
It consists of satisfaction surveys on customer relations, solutions and key interactions.
Indicators we track include the Net Promoter Score, overall satisfaction rate, and “super-satisfaction” rate–Lectra’s home-grown performance indicator.
We have processes in place to analyze data, solve issues if necessary, strengthen the quality of the experience we propose, and deliver the improvements our customers expect.