Surveys and other forms of dialogue

With the aim of developing the relationship with the sales networks and improving involvement in the business strategies, the Group promotes numerous initiatives for dialogue with the sales force who, having direct contact with the entities in the market, can provide important information for developing products and improving service. The main objectives of the dialogue with the networks focus on checking sales force satisfaction, investigating possible areas for improvement and providing clients with a service that is always in line with expectations.
In all countries, Group companies conduct annual or biennial surveys on the satisfaction of the sales network, using on-line or hard copy questionnaires. The surveys conducted in 2012 showed a good level of satisfaction of the sales force, which remained stable compared to the previous surveys.
In order to improve relationships with the sales network, the level of satisfaction is also monitored in relation to services set up by the company for ordinary operations of the sales staff. In this view, in Italy and Spain applications have been developed for smartphones, next generation mobile phones and, in some cases, also for tablets, which simplify the management of client portfolios, accurately update the network and provide constant information concerning the performance of the markets.

Satisfaction surveys on services provided to the sales networks

Satisfaction surveys on services provided to the sales networks

Group companies also organise focus groups and meetings at various levels with the sales network to gather suggestions and information to guide innovation of products and services toward the new demands. Workshops are also frequently organised with the sales force, which illustrate the results obtained and the new products in the market launch phase. This is a chance for sales networks to become involved in business strategies and for sales staff to provide direct initial feedback on the new product offering.

In all countries Group companies regularly organise conventions and meetings to bring Top Management and operational departments closer to sales staff. These initiatives are designed to share results and future growth objectives and to create opportunities for worthwhile relationship development. The meetings provide an opportunity to incentivise sales staff so they feel part of business strategies. During these meetings the best agents and sales staff are often awarded in order to develop team spirit and a sense of belonging.