LCL has achieved the highest AA rating in its annual customer satisfaction survey, conducted by independent research agency Profacts. This places LCL among the top 10% of companies in the benchmark. The result reflects the strong confidence customers have in LCL's services and reinforces the value of a strategy that has been at the heart of the business for years: customer intimacy.

As part of the survey, Profacts gathered feedback from 40 LCL customers. The findings reveal a significant improvement compared with 2025, with the Customer Performance Index (CPI) rising from 74 to 86 points. Perceptions of LCL's added value and competitive advantages have seen particularly strong gains. For Baudouin Corlùy, Chief Market Development Officer at LCL, the AA rating represents much more than an impressive score. It is recognition of the sustained efforts made by teams across the organisation to enhance the customer experience over the past few years.

Years of putting customers first are paying off

Customer intimacy is nothing new at LCL. It is deeply embedded in the company's DNA: understanding customers, being accessible and delivering solutions tailored to their needs. "This isn't something we've achieved overnight. It's the result of several years of focused effort to make sure our customer intimacy strategy truly delivers in practice," explains Corlùy. "There hasn't been one single initiative that made the difference. It's been a combination of actions taken at different levels, across different departments."

The aspects customers value most today show what this approach looks like in practice. Alongside the physical security of LCL's data centres and the quality of its infrastructure, the Service Delivery team receives particular praise. Customers highlight the team's willingness to listen, friendly approach and accessibility, as well as their technical expertise and ability to resolve issues quickly.

These are the everyday interactions that bring LCL's customer intimacy strategy to life: an employee who goes the extra mile to find a solution, a question answered promptly or an issue resolved efficiently. Reliable infrastructure remains the foundation, but it is the quality of the day-to-day relationship that truly sets LCL apart.

Beyond operational reliability

While excellent day-to-day service remains essential, customers are also placing greater value on what their data centre partner can offer from a broader strategic perspective. Sustainability stands out as one of LCL's key strengths in the survey, Corlùy notes. And customers are no longer simply looking at the initiatives already in place. Increasingly, they want LCL to help them explore what comes next.

He also sees compliance and digital sovereignty becoming more prominent in customer conversations. Organisations want more than assurances that their infrastructure is secure and available. They are increasingly focused on regulation, control and ensuring their digital environments are fit for the future. In other words, customers are looking for more than a reliable infrastructure provider. They want a partner who understands their challenges, brings valuable expertise to the table and helps them plan ahead.

Strong results serve as the starting point

Achieving an AA rating does not mean there is no room for improvement. Customers have also identified opportunities to enhance the user experience of the LCL Service Hub and make customer communications more relevant and targeted. LCL is already taking this feedback on board. "Every year, we turn the findings of our customer satisfaction survey into concrete action points," says Corlùy. "This year, we're taking things a step further by setting up a company-wide customer intimacy working group. By bringing together colleagues from different departments, we want to explore what we can do differently and how we can make the customer experience even better."

Achieving the AA rating is one thing. Maintaining it is another. Corlùy draws a comparison with earning a Michelin star: "Once you've earned a Michelin star, you have to keep proving you deserve it. You can take a moment to celebrate when you receive it, but the very next day, you need to start challenging yourself again: what can we do to make the customer experience even better?"