EXPERTISES
Three brands, one common goal: the customer experience
The customer experience has always been our top priority. Within our teams, every interaction counts, whether it’s digital or in person.
The Shared Customer Experience Across Europe
To evaluate this experience, Cofidis Group relies on the annual customer experience barometer conducted with Kantar, which is carried out on a Europe-wide scale.
In 2025, the initiative reached a new milestone: all Cofidis entities in Europe are now included, alongside Monabanq and Creatis. Nearly 20,000 customers were surveyed across all of the group’s subsidiaries.
This survey is based on several key dimensions:
- satisfaction
- recommendation
- brand image
- social, societal, and environmental commitment (new)
Two dimensions have been particularly emphasized this year: the perception of the brand based on the customer’s experience, as well as the group’s commitment to social, societal, and environmental issues.
Solid results that reflect a high-quality customer experience
The results of the 2025 Barometer confirm the strength of the Group’s relationship model.
- More than 9 out of 10 customers say they are satisfied
- More than half of customers have a very positive view of their brand
- Nearly 6 out of 10 customers are brand advocates
Beyond the metrics, these results reflect a positive customer experience across all pillars of the relationship: quality of execution, connection, and emotional engagement.
In a predominantly digital model, the quality of interactions, the clarity of responses, and the consistency of the experience over time make all the difference. Customers also recognize the commitment of the Group’s brands, which are perceived as responsible in their practices, transparent in their communications, and engaged on societal issues.
A culture of continuous improvement driven by the teams
This focus on customer relationships is also reflected in the awards won by several of the group’s brands. Cofidis France, Cofidis Spain, and Monabanq were honored with the “Customer Service of the Year 2026” award in their respective categories.
These awards are based on more than 200 mystery shopper tests, which evaluate courtesy, responsiveness, personalization, and the quality of responses. They reflect the consistency and commitment of our teams in their day-to-day work.
Beyond the numbers, these results reflect a reality: a customer relationship built on listening, responsiveness, and closeness.
A big congratulations to all the teams at our subsidiaries for their daily commitment to serving our customers.
PARTAGER