Success stories

Here are a few examples to illustrate the varying range of programmes devised and rolled out by 100% Satisfaction:

ADP-GSI France: Baromètre de satisfaction B2B

Since 1997, 100% Satisfaction has produced several measurement indicators for this American world leader in pay outsourcing. Our mission gives special emphasis to carrying out several surveys during the year, using various methodologies such as New Customer surveys and Lost Customer surveys covering several product ranges.

The tool's high maturity has enabled ADP-GSI to implement a variable reward scheme for some of its workers indexed to satisfaction survey results.

ADP GSI is one of our oldest customers and its ongoing loyalty since 1997 illustrates how close our relations with customers are, as well as our ability to keep listening out for their concerns and further develop tools to suit their many needs.


Go to the top Top

AFAQ (French Quality Assurance Association): Mystery visits with debriefing

In 2001, this certifying body wanted to create a certificate called HotelCert, aimed at assessing hotels mainly from the service point of view, as a complement to the traditional "stars" which rely more on the establishment's amenities.

AFAQ wanted to work with 100% Satisfaction to construct an appraisal grid covering over 500 criteria and to conduct probing, pointed mystery assessments from reservation to check-out.

Moreover, at the end of the mystery visit, the assessor reveals who he or she is and carries out a full debriefing with the person in charge of the hotel on that particular day, while the subject is still hot.

This approach thereby :

  • prevents any opposition to or doubts being cast on the result: the assessor can describe and explain exactly what was observed, show an example if required, and answer any questions the hotel keeper wishes to raise
  • enables immediate and forceful assimilation of any weaknesses in functioning along with corrective actions to be applied, right across the whole of the hotel staff.

Go to the top Top

DAIMLER CHRYSLER: Mystery calls

Every six months since 2002, 100% Satisfaction carries out a wave of mystery calls on the various call-centers of DCS Fleet, the high-growth subsidiary of Daimler Chrysler specialising in "LTL"(Long Term Leasing of vehicles).
The sales, technical, vehicle maintenance, or breakdown assistance departments are thus contacted to guarantee high levels and consistency in the quality of service delivered to the customer.


Go to the top Top

EUROMASTER: European B2B and B2C Satisfaction Barometer

The "Fast-Fit" subsidiary of Michelin has chosen us to construct and implement its new satisfaction barometer since 2003.

This is a particularly broad tool because it aims at both private and business customers (car rental firms, heavy goods hauliers, etc.). It also combines two methods for finding out the customers' perception: telephone and face to face. Furthermore, the tool covers 9 countries and accompanies Euromaster's geographical development which has taken it to European number one in its business sector with over 2000 service centres.

Lastly, this programme provides a good illustration of our ability to run vast international projects that cover :

  • centralised management for overall consistency of results and strategic vision
  • local units for customisation of measuring tools and practical use of results

Go to the top Top

RENAULT: Mystery visits

In 2004, 100% Satisfaction became the French No.1 car manufacturer's new provider for carrying out mystery visits on sales processes.

We were chosen to conduct a six-monthly appraisal of the delivered service by adopting the role of a potential customer at a sales outlet. This programme covers sales of both new and used vehicles.

Every year, several hundred mystery grids with comments are presented individually to dealerships shortly after the visits.


Go to the top Top

YAHOO! France - Web + phone satisfaction survey

In 2004, Yahoo! France wanted to carry out its first satisfaction survey with subscribers and non-subscribers to know how they perceived the services, sections, content, and organisation of the various pages in the famous portal.

100% Satisfaction was chosen for the study. The proposed methodology was original in combining Web and telephone for a "co-browsing" survey - the respondent browsing the Web from home while answering the enquirer's questions on the phone.


Go to the top Top