Cogedim
Customer Service of the Year
in 2018, 2019, 2020 and 2021
Customers
Customer satisfaction is the Group's priority. This objective is achieved by listening to and creating dialogue with customers across all activities. In addition, we attain this aim through initiatives supporting the quality of life associated with operations that also improve the economic value of long-term projects.
Dialogue to support customer relations
Changing lifestyles, the emergence of new ways of working and mobility, and the growth of the collaborative economy… these social and technological changes are transforming the expectactions and needs of today's customers.
Altarea is supporting these developments by adapting its offers so that they satisfy customers and users.
For this reason, the Group aims to reinforce the trust established with its customers (users, visitors, tenants, partners, etc.) and offer an increasingly personalised and better adjusted customer relationship. For each of the activities, arrangements for dialogue and customer satisfaction reviews have been established: surveys and studies, face-to-face or digital interactions, etc.
Listening to improve satisfaction
Altarea listens to customer expectations in all of its business activities.
Find out how the Group engages in dialogue with all of its customers.
Home-buyers
A customer service team handles the entire purchase process to make life easier for buyers. Besides providing practical tools and a single point person, surveys are conducted at various stages of the process to gauge the evolution of customer satisfaction.
Cogedim Club® residents
For easier and more comfortable day-to-day living, meetings are held once a month with tenants.
Office user key accounts
Series of meetings are held with the real estate departments of major corporations to assess their needs and expectations.
Retailers
The Group conducts annual surveys with retail banners, particularly on the CSR policies in place at shopping centers. The data we gather helps to identify leads for the improvement of services.
Shopping center visitors
Surveys of visitors are carried out regularly to improve our understanding of their expectations, measure standards of satisfaction and appraise each shopping center's appeal and level of awareness.
Efforts rewarded
For the fourth year running, Cogedim, one of Altarea's brands, received the "Élu Service Client de l’Année 2021" (Customer Service of the Year) award in the "Property Development" category. This award recognises French companies who put high quality customer relations at the center of their concerns.
Life quality and well-being in its projects
Well-being and quality of life play a key role in keeping society together for users and are appealing for local authorities. They are fundamental concepts for sustainable urban development but also for the interior layout of buildings.
In all of the Group's activities and for each project, three criteria for well-being and quality-of-life are considered :
- Quality of the location
The Group has opted for density and closeness. The projects we commit to are located less than 500 meters from public transport to favour user access and mobility.
- Intrinsic quality of the building
Air quality, acoustics, light, aesthetics, etc., together with usability and flexibility are factors on which the Group is extremely focused.
- Access to additional services
Altarea enhances each project with services that complete the local offering. As an example, the Group incorporates nurseries, high quality food stores and leisure facilities in its real estate programmes. Particular attention is also given to the role of nature in towns and cities as a recognised source of well-being for users.
Promoting well-being in towns and cities
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Labels and certifications, creating green value
Altarea is committed to guaranteeing the green credentials of its real estate projects to customers.
Accordingly, the Group relies on a sustainable certification strategy that is ambitious, innovative and specific to each of its activities.
This approach reduces risks of a building becoming obsolete and losing its value because of changes in its customers' expectations, and of increasingly stricter environmental regulatory requirements.
Foster a culture of innovation for customers
The uses and expectations of residents and users of cities are constantly changing. As a regional developer, Altarea must be innovative in order to tailor its offer to this changing environment: changing households, new ways of working or the rise of digital technology.
To meet this challenge, the Group has an innovation division whose objective is to support the transformation of its offerings and to promote the creativity and innovative minds of our teams.
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