One key quality unites all LCL employees: a strong customer focus. This dedication delivers results, as confirmed by our latest satisfaction survey among our customers. Our Customer Performance Index (CPI) increased from 73 in 2023 to 78 in 2024, which proves that our commitment is valued and encourages us to take it even further this year. Across all indicators, we score at or above the benchmark for our industry.
Customers particularly appreciate our sustainability initiatives and strict physical security measures, such as the alarm system and camera surveillance. Our sales and service delivery teams’ strong availability and direct customer interaction secure their place among the top three strengths. A growing number of customers value close collaboration with LCL, as 74% of them define the relationship as ‘strong’ or even a ‘partnership’. This translates into high loyalty and a strong willingness to recommend LCL. Moreover, overall customer satisfaction has risen from 84% to 86%, significantly exceeding the benchmark. We will continue to invest in these priorities to maintain and enhance our performance.
The survey reveals where we can make meaningful improvements to elevate customer satisfaction even further. In 2024, we launched the LCL Service Hub, a user-friendly platform providing customers with round-the-clock access to efficiently manage their data center services, submit requests, and coordinate hardware relocations. The central dashboard offers an overview of ongoing inquiries, leading to faster resolutions and flexible, service-driven support. While overall satisfaction with this innovative tool is positive, newer customers (<5 years) see room for improvement—and we are actively working on this.
Additionally, we see opportunities to enhance our advisory role in connectivity, including our support for technical decision-making. We consider this a valuable chance to strengthen our role as trusted advisor.
‘We are, of course, very pleased with last year’s significant increase in customer satisfaction,’ says CMDO Baudoin Corlúy. ‘Our goal for 2025 is to further elevate our CPI score by building on our strengths and striving for continuous improvement wherever possible. To ensure we are on the right track and that our customers quickly and effectively benefit from our additional efforts, we maintain close and personal interactions. While we only measure customer satisfaction once a year, we work on it every day. Together, we are committed to an even stronger collaboration.’
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