Reference documents

EDF has announced the creation of a new "100% client" charter, dedicated to customers, which is to form the basis for its new commercial strategy: a simplified brand policy, innovative services and the launch of an extensive client consultation process. This policy is part of a commitment to improving customer satisfaction, by offering solutions that are better suited to modern life and web 2.0, that are more mobile, more interactive and more highly customised.

The EDF brand will concretise this new approach by becoming a unique public brand for residential customers. From now on, EDF Bleu Ciel is the brand dedicated to saving energy and to home comfort, offering a range of products and services aimed at managing energy consumption.

To make customers' day-to-day lives easier, EDF has provided a sneak preview of the electricity bill of the future. Simpler, easier to understand and more modern, it gives customers all the key information they need at a glance. As well as the data required for customers to adjust their consumption and a summary of the energy services that they are receiving, it includes "Your personal messages", with details on the next contacts scheduled between EDF and the customer.

EDF is increasing the range of services it offers to customers with the following innovations:

• in just a few clicks of the mouse, they can now turn the electricity in their home on, online;
• via the use of apps, they can now receive tips and change their energy consumption habits with the Eco-gestes app, or even choose their electrical equipment according to their level of consumption with the Etiquette énergie app;
• on their smartphones, they will be able to pay their bill, change or view information about their contract, available from September.

As well as these new online services, EDF is working hard to reinforce its customer support services: with 67 customer service centres, all located in France, a network of over 100 stores throughout the country and 5,000 dedicated customer advisors.

EDF is launching an extensive client consultation process. From the end of April until summer 2012, customers will be able to share their expectations and needs on the website particuliers.edf.fr and on the forum parlonsdelectricite.com. The results will be published in the autumn and used to formulate EDF's charter of commitments for the "100% client" policy. For EDF it is a matter of considerably reinforcing its commercial strengths and also of speeding up the modernisation of its approach to customer relations.

Henri Proglio stated: "The results of this extensive client consultation process will provide the foundations for the customer relations policy that we will implement. Electricity is an essential commodity, and our commitments will be the advantages that make all the difference, and make life easier for our 28 million customers".