Listening to and incorporating your feedback is essential to creating the best possible customer experience.
THE PROCESS OF COLLECTING CLIENT FEEDBACK AND ADDRESSING COMPLAINTS IS AN INTEGRAL PART OF OUR DAY-TO-DAY WORK.
With your feedback, Bureau Veritas is able to better satisfy your needs, resolve complaints and provide you with added value. Our Customer Satisfaction Survey and complaint procedures make it easy to provide feedback about your experience.
Client Satisfaction Survey
Since 2016, Bureau Veritas has been collecting feedback on what its clients think about its services via a customer satisfaction survey. Clients are invited to complete the survey by e-mail, but you can also access the survey by clicking here. Survey responses are analysed via the Net Promoter System (NPS), a practical framework designed by Bain to evaluate the quality of customer relationships.
Bureau Veritas makes it a priority to address all complaints thoroughly and promptly. You can submit complaints directly to Bureau Veritas Certification via an easy-to-use online form or by e-mail. We have a special process for handling certification decision appeals and information requests.
MORE INFORMATION ON COMPLAINT MANAGEMENT
You will find more information in the customer complaint management policy which also includes information on Bureau Veritas Certification Appeal Process.
For wood and forestry complaints, we provide you with a wood and forestry dedicated process.
For RSPO Complaints and Grievance Management Measures, please click here.