Trust in LCL remains strong, according to the latest Customer Satisfaction Survey by Profacts. With a Customer Performance Index (CPI) score of 74, LCL maintains its solid B-label. Reliability, infrastructure quality, sustainability, and the dedication of our Service Delivery team continue to define the customer experience.
But the 2025 results reveal a shift in what clients value most. Beyond operational quality, they increasingly expect proactivity and simplicity in collaboration. To explore these changing dynamics, Laurens van Reijen, CEO of LCL, shares his perspective on the findings and how LCL will translate feedback into action.
Customers continue to describe LCL as a reliable, professional, and secure partner. 95% give LCL’s quality an 8/10 or higher, and the Net Promoter Score remains high at +55. Customers highlight well-maintained facilities, smooth operations, and a service team that listens and acts quickly.
However, the survey also highlights opportunities for improvement in ease of collaboration. Some clients mention that administrative processes or connection requests could be faster and more intuitive. Others cite practical concerns such as limited parking space or access procedures that add friction to otherwise smooth operations.
“That’s why this survey is so valuable to us,” says van Reijen. “We are constantly looking for ways to improve our quality and service. A customer mentioned an issue with the mantrap system at LCL Brussels-West. We investigated the issue and found the system was too sensitively configured. After fine-tuning it, the problem was fully resolved.”
While overall satisfaction remains high, the Added Value Index moved from 76 to 69, showing that customers increasingly link value to proactivity and seamless collaboration. “There’s a difference between what new and long-term customers value,” van Reijen notes. “New clients are often more satisfied because they directly experience our latest improvements. We may not always communicate enough to long-standing customers about how we keep evolving.”
He emphasises that loyalty cannot be taken for granted. “The message is clear: reliability alone is no longer enough. Clients expect us not only to deliver excellence but also to anticipate their needs,” he adds.
The survey shows that sustainability is seen as an integral part of LCL’s long-term reliability. “Sustainability resonates with our customers,” says van Reijen. “It’s visible, tangible, and part of how they see us as a future-focused partner.”
Going forward, the focus will be on clear communication and visible progress. “Every issue we know, we will solve, and communicate about it,” van Reijen says. “For example, parking was limited at LCL Brussels-West during cooling system upgrades. Once the work is complete, we’ll have a new sustainable cooling system and over 40 new parking spaces, each with its own EV charging point. That is short-term inconvenience for long-term improvement.”
The survey paints a consistent picture. LCL’s strengths in quality, security, service delivery, and sustainability remain the foundation of customer satisfaction. However, expectations continue to evolve. Based on the quantitative insights from this survey, LCL is implementing a targeted action plan to strengthen what customers value most and simplify collaboration across all touchpoints.
“We are pleased with this stable result and remain fully committed to improving it even further in the coming year,” says van Reijen. “Some improvements are already underway, while others require longer-term planning. In any case, our customers can be confident that every point raised is being addressed.”
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