To co-build the car park of the future along with our users, Indigo strives to optimise their experience and propose a high quality service. To ensure this is so, we measure their level of satisfaction at each stage on their route, the smoothness of which we are constantly attentive to. Our service offering is part of a continuous improvement approach¬.
The quality of our facilities, the optimised sign system, cleanliness and security are among our priorities.

 

Expert in customer relations and in service quality

The better to understand and analyse users’ needs and behaviour, Indigo employs both technological and human resources. In a changing society, ev¬er more connected, but where certain gaps and old habits persist, Indigo deploys all the customer contact channels, implements procedures adapted to each individual and establishes long-term relations with its customer.

Contact forms are available on our website in each country in order to gather the questions and requests of our clients. In Brazil, for example, we have developed a tool for optimised request handling which gained our website an “excellent” ranking on the “Reclame Aqui” website, the principal consumer service site in the country. Thanks to the joint efforts of its employees and the company’s Customer service, Indigo in Brazil is today the only large Brazilian company in the sector to achieve this ranking.

In France, there are several channels open for dialogue with our customers. A telephone number charged at the local rate (0810 26 3000, shown on all our materials: tickets, brochures, website, etc.) allows them to contact us by telephone, where our specially trained agents respond to their queries. As all our car parks are connected to the remote-operation centre, they can make contact with our remote agents at any time for assistance in resolving problems.

In order to assess the quality of the telepho¬ne reception (waiting time, agent’s greeting) as well as the efficiency in handling requests, Indigo in France carries out anonymous test calls to the National Remote Operation and Assistance Centre and to the local number. Similarly, mystery visits are also made to sites by an investigator to evaluate all the criteria of the customer’s route: smooth experience, quality of reception, advice, cleanliness of the car park, and respect for the service guidelines.

Particular concern in terms of cleanliness

Indigo attaches great importance to the quality of the cleaning of its car parks. Cleanliness is checked daily (collection of litter, removal of stains and self-washing of the levels) by our teams and our external providers.

Security, an essential item in car parks

Because taking care of customer safety is indispensable, Indigo ensures they have a smooth path through its car parks by controlling pedestrian access, surveillance cameras and a remote operation system accessible 24 hours a day.

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