Services and complaint management
With our Service Level Agreement, we draw up guarantees and service standards with you beforehand. Our clients are our best ambassadors and we will always go that extra mile to see that you are happy on a permanent basis.
We set clear processes and service standards so that you know what to expect
We make regular surveys, measure our performance and your level of satisfaction
Every expression of dissatisfaction is a complaint, regardless of the cause
Our commitment means you get what you signed up for
We consider every complaint from a client as a gift and an opportunity to improve what we do, and how we do things.
A complaint means that we have not met your expectations and tells us what we have to do better to earn the loyalty of our customers. This is why we keep an open dialogue with you and report complaints KPI to you.
If somebody using our service is dissatisfied, we register the complaint in our dedicated tool and make sure the complaint is acknowledged within 24 hours. Our objective is to solve the issue as immediately as possible, within 3-5 days depending on countries.
However, to us, it does not end here. We regularly consider trends to see where we can do better on all different levels. Your feedback is our most important input and we investigate and amend our process accordingly. Only when you are satisfied and our process ameliorated do we consider the issue resolved.