Solenn

“Our marketing department houses the customer service which centralises, via the “Argel à l’écoute” application, all the questions, comments and complaints collected by our remote teams. This field feedback is categorised thematically: product quality, order error, late delivery, price positioning, etc. An employee is dedicated full-time to processing and analysing complaints to which we usually reply in a personal letter. We publish statistics every six months that help us continuously improve the quality of our products and services. In 2020, out of 1.9 million orders, we recorded 36,000 complaints, representing a rate of 1.89%. For each published product catalogue, as soon as we receive ten complaints for the same product and this reaches 0.3% of sales, we inform the quality department of this, which checks whether the information fed back by our customers is indeed true. If this is the case, sale of the product is stopped. We then contact the supplier to understand what has happened.”