Optimizing market analysis to enhance the quality of our offering
By analysing and anticipating consumer trends, implementing formal quality standards and monitoring satisfaction levels through client and guest surveys, we are able to constantly improve the quality of our offering. Our teams are deeply committed to assessing clients' needs, understanding the challenges they face and taking into account their specific requirements, with a view to building partnerships and developing the most appropriate solutions.
Analysing and anticipating trends
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To propose the most appropriate solutions, it's essential to know the market and anticipate consumer trends.
That's why we carry out regular surveys to learn about changes in eating habits, mainly using the services of behaviour research firm Sociovision Cofremca. Seminars are organised regularly for our marketing and operational teams in order to share information and stay ahead of client needs. In addition, our teams have a system for monitoring the latest innovations.
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Adopting quality criteria
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Quality is a key concern for companies seeking superior service from their partners.
To meet their expectations in the Contract Catering business, we have developed an approach called Les Evidences, which defines our service quality criteria, gives guidance to clients and boosts guest satisfaction levels. It is backed by a Partner Loyalty Charter, which is based on pro-actively listening to clients’ suggestions and following up with proposals, as well as a Guest Quality Charter aimed at satisfying guests day-in, day-out through six commitments centred on the welcome given to guests, service quality and hygiene. In the Concession Catering business, an annual Eliance Quality Competition is organised in France to reward the teams that have made the deepest commitment to improving quality standards, while in Spain, Áreas also runs an in-house quality competition targeted at site managers.
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Listening to customers to better meet their needs
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To deliver the best possible services, we have set up indicators to measure client satisfaction levels, such as the Guest Barometer used in France.
In the Business & Government, Education and Healthcare & Seniors sectors, national surveys are conducted on our behalf throughout the year by market research firm Ipsos. These surveys gauge levels of satisfaction with our service offering, customer care and environmental approach. In addition, a Partner Barometer is used to measure client satisfaction through surveys conducted every eighteen months. This barometer was introduced by Avenance in the United Kingdom for the first time in Autumn 2006.
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