The voice of the customer

Floréac keeps its finger on the pulse of customer satisfaction through an annual survey.

This surveys satisfaction in a number of specific areas and the extent to which customers are willing to recommend our services to colleagues or industry peers. The 2024 survey also surveyed the NPS or Net Promoter Score for the first time.

In the period January-February ‘24, active webshop customers could participate in this survey for one month by means of an online survey. The participation rate in the survey was good at 15%. Based on the geographical distribution of the participating customers, the voice of French customers was most strongly represented.

When we scrutinise the results, they are absolutely encouraging. Floréac takes the customer as its starting point and this is largely endorsed by the customer himself.

Customer satisfaction

Survey participants were asked to give a satisfaction score from 1 (dissatisfied) to 7 (very satisfied) on a number of specific areas of our operation m.a. :

• The user experience on the webshop

• Daily customer contact

• The range

• The ease of ordering

• Product quality

• The price-quality ratio

• Delivery reliability

The results show high satisfaction scores on average (as shown in the graph):

• 5 domains score on average higher than 6 (out of 7) in terms of customer satisfaction, namely user experience on the web shop, daily customer contact, ease of ordering, delivery reliability and product quality

• Two domains scored on average between 5 and

6 (out of 7) in terms of customer satisfaction, namely the product range and the price-quality ratio.

On sustainability, the extent to which this is perceived as important by end customers was probed:

• Customers score the importance of sustainability 5 (out of 7).

• To get an idea of which topics are most important, respondents could give several answers. The chart shows the top three issues for customers, namely reducing packaging, protecting nature and biodiversity and further reducing the use of pesticides.

Net Promoter Score (NPS)

Floréac’s NPS score (the extent to which customers want to recommend us) is 40. It is generally said that an NPS score between 0 and 30 is a good result. A score between 30 and 70 is an excellent result. Scores above 70 are excellent, albeit very rare. Floréac, with an NPS score of 40, sets a result that is absolutely worthy of note! Which means that there are clearly more satisfied than dissatisfied customers. Industryspecific benchmarks are not always available. The overall average NPS benchmark value for all sectors is 32. The highest scoring sector is retail with an average NPS reference value of 50. Industrial manufacturing has the lowest average NPS with a score of 10 (*). We can therefore conclude that Floréac is achieving a good result here. Even more important is the future evolution of this score over time.

Continuous improvement

Continuous improvement remains our ambition. The current results are always the starting point for addressing working points, at least perpetuating what is already going well and preferably doing even better. Even outside our annual survey, do not hesitate to contact us with points of improvement or suggestions.

*source: Survicate 2022 NPS benchmarks