The quality and security of products are a priority for Legrand. This is how the Group guarantees its customer focus and customer satisfaction and is actively involved in the fight against counterfeiting.
Customer satisfaction and the fight against counterfeiting
Ensure customers are listened to and satisfied
Customer satisfaction tracking provides essential data to improve products and services, and to gain awareness of customer needs. Listening to customers is one of Legrand's priority values.
The Group intends to boost its reputation as a great partner by optimising the handling of customer complaints, delivering by the deadlines its customers expect, and constantly improving customer relations. These are all positive points that will benefit the sector.
2014-2018 CSR roadmap
Provide feedback schemes and customer satisfaction measurement for 95% of total Group sales.
Monitor roadmap progress
94% of Legrand sales volume is covered by customer relationship management (CRM) tools
Copytracer: protecting the user
As part of its fight against counterfeiting, Legrand has deployed a mechanism called Legrand Copytracer. This is a unique registration number used to trace the product. It guarantees the user the quality of its manufacture. It is stored in a database and can be looked up via a website. The user can input his Copytracer number at any time to find out whether or not it matches the product concerned. This means that any counterfeit products can be identified.
Legrand also co-operates actively with Customs, judicial authorities, or governments, according to the country. The Group relies on a network of local informants and the experienced eye of its sales personnel.