Wifirst customer feedback: active listening as part of our continuous improvement process

At Wifirst, we value our customers' opinions.
We firmly believe that listening to customer feedback is essential to delivering superior service. Our commitment to continuous improvement means that we take into account every comment, suggestion and opinion, whether positive or constructive, in order to perfect our services and proactively meet our customers' expectations.
For our teams, every feedback is an opportunity for improvement and satisfaction.
Here's how we integrate customer feedback into our continuous improvement process.

A customer-centric approach

We have set up several communication channels to gather feedback from our customers. Whether through satisfaction questionnaires, our customer service department, direct interaction with our teams in the field, or via the main online review sites, every piece of feedback is taken into account, collected and analyzed.
Our dedicated team meticulously analyzes this feedback to identify strengths and areas for improvement.
This approach enables us to listen to our customers and understand their specific needs.

Analysis and action

All feedback is centralized and analyzed by our team.
Once the feedback has been collected, our dedicated Continuous Improvement team analyzes it in depth. We identify recurring trends and friction points to prioritize actions. This analysis enables us to detect trends and recurrences in customer reviews. For example, if several customers mention a specific problem, we prioritize it in our action plan to remedy it quickly.
Every feedback is an opportunity for improvement, and we make it a point of honor to respond appropriately and effectively.

Concrete improvements

Customer feedback is a valuable source of inspiration for our teams.
Thanks to this approach, we have been able to implement a number of noteworthy technical and functional improvements, including :

• Optimized WiFi coverage: By analyzing feedback on coverage quality, we have deployed technical solutions to strengthen the signal in areas of high demand.
• Connection stability: This feedback led us to reinforce our network infrastructure, guaranteeing a better user experience.
• Responsive customer support: Following feedback on response times, we strengthened our customer support team and implemented more effective tracking tools.
• Simplified user interface: User suggestions have led us to rethink our customer interfaces, making them more intuitive and accessible.

Transparency and communication for a relationship of trust

We are convinced that transparency and communication are the keys to a lasting relationship of trust with our customers.
That's why we're keen to keep our customers regularly informed of the actions we've taken as a result of their feedback. We communicate on improvements made and projects underway, both by responding directly to their opinions and by publishing our news on our website or via our social networks, to show that every piece of feedback is valued and taken into account. This transparency strengthens our customers' trust and encourages them to continue sharing their opinions.
Every piece of feedback is a cornerstone that helps us build an ever more efficient service tailored to your needs.

Ongoing training for our teams

Customer feedback is also used to train our teams. By better understanding our customers' needs and expectations, our staff can offer even more personalized and efficient service. Customer satisfaction indicators are regularly shared with our teams. Every member of the Wifirst team is trained to listen, understand and act on feedback received.

💙 At Wifirst, every voice counts. We thank you for your trust and your contribution to our quest for excellence.
Our customers' opinions are at the heart of our continuous improvement strategy. We are convinced that it is by listening carefully to our customers and acting on their feedback that we can offer an ever higher quality service.
We thank all our customers for their valuable feedback and encourage them to continue to share their experiences with us.

For more information or to give us your feedback, please contact our customer service department and complete our satisfaction surveys.
Your opinion is invaluable and helps us to improve every day.