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 "Share your valuable feedback in our annual Partner Satisfaction Survey and help us enhance your experience." ​


Two Ways We Listen: Continuous Improvement Through Your Feedback.​


A key element to improve the way we work with you as our valuable partners, is to actively listen. That is why we implemented in recent times new ways to be in touch with you. Two different surveys have been introduce to make sure, we know what we do good and where you want us to improve.


Why both are important?

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While different in scope and frequency, together, they offer a complete view of your experience, enabling data-driven decisions and enhancements.


Transactional NPS​ Overview

 

These are sent shortly after a specific interaction, such as a purchase, a training course, or a delivery. They aim to measure your satisfaction with that particular experience. For example, we might ask how satisfied you were with your recent online order. This feedback helps us pinpoint areas where we excel and where we need to improve specific processes.

 

Annual Relational Survey Overview

 

Our yearly Relational NPS Survey is more like a deeper conversation about your overall relationship with L'Oréal, allowing us to build a stronger connection with you and identify areas for long-term improvement




We have authorized Ipsos Customer Experience, an independent research company, to run the survey.​


Ipsos will invite you via email, starting September 4th, to complete an online questionnaire.

It should take no longer than 10 minutes, and it is open until October 9th.​


The questionnaire is anonymous. However, you'll have the option to share your contact information for potential follow-up.​


Your satisfaction is one of our core values at L'Oréal, therefore, we encourage you to share your feedback with us and help us to become an even better collaboration partner in the future. ​

Customer Satisfaction Survey​

How your feedback is making a difference​

CUSTOMER CARE​


Here we aim to understand your interactions with our team to ensure we are providing helpful, friendly, and efficient support. ​

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You told us, we did:​

Faster Support: Reduced phone wait times and quicker email response and case resolution.​


Proactive Communication: Real-time updates on delivery delays, keeping you informed every step of the way.​

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COMMERCIAL RELATIONSHIP & BUSINESS DEVELOPMENT

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Here we aim to understand how well we are meeting your business needs and expectations as a valued partner.​

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You wished for your Business Partner's to share more Market Data with you as well as to address your Business Challenges more concretely.​

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We are hence sharing regular Industry Data with your Business Partner and set a big focus towards Business Training – we follow the principle of understanding your salon data points to build an action plan with you around: ​

·       Winning New Customers​

·       Increasing your Haircare Services & Color Services​

·       Selling more Retail Products​

·       Driving more Visits (Frequency)​

 

We are aware that this can only work, if we listen and understand your unique solution – something we strive everyday to do – remind us, if we don't :)​

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Please take a moment to visit our Business Education Home here:​


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DISCOVER LBA

We will inform you more regular about updates and new exciting Business Talks and E-Learnings that you and your team can easily benefit from your home or salon and at your own convenience. ​


Maybe we meet you also soon on one of our L'Oréal Business Academy Seminars – they cover everything from Finance & Growth to Team Management, but also Social & Digital as well as Customer Experience and CSR & Sustainability. ​

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To animate your salon business, you also asked to find promotions and sell-out support more visible on our Partnershop – we hope you do experience that with the over site as well as the visual and written explanation of the different promotion levels.​

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Yet, you have also wished to better understand what service & support you can expect from our brands, education team, business partner and other departments depending on your level of partnership with us and indeed, while a lot has happened, we want to be even clearer towards you so that we deliver towards all your expectations.


SUPPLY CHAIN


Here we aim to understand your experience with our delivery and fulfillment processes, including order accuracy, timeliness, and communication.​

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You told us, we did:​

Improve stock availability. And we have, but we are aware that we still have issues to solve like forecasting of innovations, the success of the Must have concept and a few technical issues identified in LPS before we deliver the service you expect from us. ​

 


Information sharing. We are trying to be as transparent and precis in our communication. We are Upskilling our commercial teams and customer service to provide better guidance and support on current and projected (3-month horizon) stock availability. Much of the information is already available on LPS.​


SEE PRODUCT AVAILABILTY



Reliable Deliveries. We have streamlined and optimized our internal and external logistical setup. We have changed our packaging so that we are now shipping in robust, eco-friendly boxes minimizing the environmental impact. We are in close collaboration with all carriers to ensure they understand the needs and requirements of our customers. We expect that you soon will feel the difference. ​