AT THE HEART OF TERRITORIES 2022

Customer centricity : Customers first

CUSTOMER CENTRICITY

Customers first

Hosting new brands is beneficial on two fronts: visitors gain access to new and exclusive products, and retailers take advantage of greater footfall. Our role - and what we do best - is to receive our visitors in optimal health and hospitality conditions, and to take initiatives to listen to them and gauge their satisfaction. To get to know them better and build greater awareness of Klépierre, we conduct satisfaction surveys in our shopping centers and online, and organize meetings with shopping center managers. Discover how we put our customers first.

115 shareable malls

in the Klépierre portfolio, all equipped with eye- catching features to share on social media

Satisfaction : +52 %

Our Net Promoter Score (NPS), which measures how likely our visitors are to recommend us, rose by 52% in 2021. We monitor a number of different customer touchpoints in each shopping center, including security, cleanliness, reception and services. Visitors can give their feedback in the mall or online. Requests are systematically analyzed and corrective measures taken. This direct feedback is complemented by round-table discussions where visitors and retailers can exchange views with shopping center management.

Purchasing power

The pandemic did not slow the stream of innovations for our customers.  Retail events featuring exclusive in-store deals were held to mark the reopening of shopping centers  and the return of visitors en masse.  The Feel Good Deals program was rolled out in all our locations during the year, in partnership with retail tenants. And it was a great success, with 27% of shoppers in our European shopping centers saying these deals were their main reason for visiting.