people shaking hands

Economics

Customer satisfaction and sustainable workplaces

Develop customer excellence and promote to all our customers an always more sustainable preferred offer, in strong cooperation with our business partners.

Delivering excellence is about quality products and outstanding services. It is also about ensuring that every steps we make to surprise and delight our customers are achieved in the most sustainable way.

 

2 objectives

  1. Maintain and develop excellence all along our customers’ journey, room ordering to delivery and beyond
  2. Promote and support Environmental preferable products purchasing

 

sdg 12 120 PX ECONOMICS

 

The United Nations Sustainable Development Goal we contribute to.

 

AURORA BORALIS

ECONOMICS - KEY 2019 INDICATORS

economics customer satisfaction

8,53

Recommendation rate

Customer satisfaction is measured through a bi-annual survey managed by Customer experience teams. 

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42,6%

Environmental preferable products purchasing

Sales of Green Products, based on the Lyreco Common Range.

KEY ACTIONS

  1. Proximity and efficiency in logistics
  2. Products and services in line with all usages
  3. Digital transformation
  4. Develop and promote sustainable products’ alternatives in all categories
  5. Convert our products and services offer to the Circular Economy  
DRIVER SQUARE GREEN CAP

OPERATIONAL EXCELLENCE AT THE CORE OF CUSTOMER SATISFACTION

Customer satisfaction is the first priority identified by both our internal and external stakeholders in the Lyreco Materiality Matrix 

The core principle of this programme is a deep customer-centric approach that prioritises the alliance of the best of human talent and commitment with the best-inclass digital solutions, from ordering to delivery and beyond.  

Improving continuously our services and expertise

certification green tree

DEVELOP AND PROMOTE SUSTAINABLE ALTERNATIVES

Purchasing «environmentally friendly» products requires the provision of clear information that eases identification and selection.

Launched in 2013, the Lyreco Green Tree helps our customers to easily identify and select Green alternatives for office and workplace products.

The assessment methodology is ISO 14020 certified and covers both

  • ISO 14021: Suppliers self-claimed covering 12 environmental claims: Compostable, Degradable, Extended Lifeproducts…
  • ISO 14024: Certified claimed such as Blue Angel, FSC, EU Ecolabel…

Go for greener workplaces
5 ways to support our customers

In Lyreco’s catalogue and webshop, green products assessed by Lyreco are identified by a specific icon, a green tree, indicating that Lyreco’s assessment methodology is applied. Certified claims such as Ecolabel, FSC, PEFC are also specified.

ECONOMICS FAQ ECOLABEL
ECONOMICS FSC SMALL
SOLVENT LOGO ECONOMICS

 

very small ecofilter webshop

 

 

Lyreco webshop eco-filter helps our customers green items among a pre-selection of products and replacing classic items with green ones in the customer shopping cart.

Our sales force are here to advise our customers about existing green office products and certifications to help our customers find the best quality green alternative for their workplace supplies. 

 

ECONOMICS GREEN CATALOGUE FAQ

 

 

In some countries, our subsidiaries edit dedicated green products catalogues. 

ECONOMICS FAQ CARBON FOOTPRINT CALCULATOR

 

 

Available in some countries, this tool provides the customers with up-to-date direct and indirect Lyreco CO2 emission evaluation.

TOWARDS ZERO-WASTE WORKPLACES: CIRCULAR ECONOMY AS A SERVICE

From 2020 to 2025, we commit to make Circular Economy a priority lever to accelerate the development of integrated sustainable business solutions for our customers.

The integration of Circular Economy in our business is a strong enabler to achieve Lyreco sustainable goals as well as a strong response to the increasing customers demand for integrated sustainable business products, solutions and practices.

How we help our customers to close the loop