This means offering our customers products that are safe, high quality and long lasting, meeting their needs under all circumstances and taking action to achieve more responsible consumption and communication. In 2016, procedures for assessing customer satisfaction and improving the in-store experience continued to be applied on a more generalised basis.
Health and Safety
As a retailer, the Group is responsible for all of the products it puts on the market. It therefore expects all of its suppliers, manufacturers and/ or importers also to comply with this regulation.
Measuring customer satisfaction is a key component of customer relations. The Group ETAM strengthened the skills of its sales teams by constructing and disseminating an argument allowing staff to respond to all complaints.
* European regulation on the registration, evaluation, authorisation and restriction of chemicals in industrial products