Play a driving role in the electrical sector
clients trained in 2014 and 2015
within the Group's subsidiaries
with the scientific, business sector, and educational communities
of sales covered by a customer relation management tool
As a pioneer and leader, Legrand considers that it has a responsibility to drive the electrical sector forwards. Because societal, environmental, and technological changes are opportunities for the sector only if they are supported in a progress approach. Supporting means training, discussing, listening. For the benefit of users.
Our responsibility is to contribute to raising the skill level of players in the electrical sector
Because the professions related to the electrical trade today integrate a growing diversity of technologies, technical support is often required for today's high added value systems. Legrand intends to train all the players in the sector, customers and specifiers, to help them improve their skills. These are players who want to be able to learn anywhere, at any time and using a variety of tools. To respond to these needs, Legrand makes a point of using the new communication and training tools. The Group is setting up several on-line training tools, and particularly e-learning modules and virtual classes. The aim is to help the user go forward.
PRIORITY FOR 2014-2018
Continue providing training to industry players,
with continual innovation in responding to local needs and characteristics.
Number of customers trained by providing tools and training tailored to their needs.
Distance training: 50 minutes to learn about the key points of RT 2012 thermal regulations
The RT 2012 thermal regulations impose requirements that users must be familiar with. To support users in their endeavours, Legrand has set up a self-teaching module on the key points of the new regulations. Aim: to know the resource requirements for the electricity type and identify the Legrand responses. Users can achieve familiarity with RT 2012 in 50 minutes via their computers.
This e-learning can be found in a module called Energy Performance. Legrand is also active in e-learning concerning issues related to energy distribution, building management, assisted living, communicating products, safety, multimedia networks, etc.
Our responsibility is to stimulate technological innovation
To encourage innovation, the only possible response to the emergence of new needs and technological developments is for Legrand to work with the scientific, business sector, and educational communities. That is why the Group participates in joint projects and works in competitive clusters or technology transfer centres, particularly in the innovative areas that will open up opportunities for the sector, such as the Silver Economy, access to electricity, controlling energy consumption, safety in buildings or electric vehicles, etc. The Group is also extensively involved in education through its partnerships with training establishments, regular discussions with engineering schools, and support for the creation of new, specialist courses.
This shared innovation approach allows it to accelerate its development and support progress in the whole electrical sector.
PRIORITY FOR 2014-2018
Continue developing university partnerships
and collaborative research projects and implementing
the resulting innovations.
Number of new and significant collaborative research projects or partnerships embarked on during the year.
RDLO: a joint fibre optic project
Legrand is participating actively in the RDLO (local residential fibre optic network) project, which aims to develop new solutions to distribute the fibre optic cables in all the rooms of a building, taking all broadband services as close as possible to the multimedia equipment.
Legrand / INSA Strasbourg Partnership
In 2014, Legrand started a research project with the Department of Architecture at INSA Strasbourg, on the theme "The Machine for living in" (Le Corbusier). The aim is to think about the scalability of electrical and digital networks in buildings. Following a week of research, in co-ordination with Legrand's Innovation Department, eight projects were presented. These included a totally modular electrical power supply concept, on an energy stream on the floor, and a power supply idea called 'the cable and the curtain', which is easy to deploy in emerging countries and emergency situations. This will provide food for thought on the possible future development of installations that keep up with the lifestyle and rhythm of the occupants.
Our responsibility is to guarantee attentiveness to customers and customer satisfaction
Customer satisfaction tracking provides essential data to improve products and services, and to gain awareness of customer needs. Listening to customers is one of Legrand's priority values. The Group intends to boost its reputation as a great partner by optimising the handling of customer complaints, delivering by the deadlines its customers expect, and constantly improving customer relations. These are all positive points that will benefit the sector.
PRIORITY FOR 2014-2018
Provide feedback schemes and customer satisfaction measurement
for 95% of total Group sales.
Percentage of Group sales covered by a customer service rate indicator:
- percentage of Group sales made by entities with a CRM (Customer Relationship Management) tool
- percentage of Group sales made by entities with the SOLUTIO (customer dissatisfaction management) tool
- percentage of Group sales made by entities using customer satisfaction surveys.
United Arab Emirates: Legrand improves customer satisfaction
In 2013, Legrand initiated an innovative approach to improve customer satisfaction in the United Arab Emirates. The idea is to strengthen and formalise the relationship between the Group and its distributors via a framework of commitments that benefit both parties.
An audit of commercial partners and evaluation of Legrand's support service was performed to evaluate the ability of both parties together to respond to customer expectations. The quality of Legrand's service, particularly in terms of training, technical support, and logistical support, was evaluated. This initiative led to the implementation of actions to allow these distributors, with the help of Legrand, to improve their own customer service.
Trophée de la Maison (Home award) 2013-2014
Groupe Arnould, a French subsidiary of Legrand, was awarded the 2013-2014 Home Award for its Espace Evolution electrical wiring device products. This award was presented following full-scale testing carried out by a panel of independent consumers. The award-winning products passed a quality exam confirming the interest and quality of use of the products in operation.