Listen and act: expanding the Euroticket Edenred network
26 de January, 2023
The Passion for Customers program is a global transformation program through which Edenred seeks to ensure the best possible customer experience with its solutions and services.
To do this, we collect feedback not only from customers (companies that use our multi-benefit solutions), but also from users (employees who benefit from these solutions) and partner establishments (where the benefits can be used).
The starting point: the coverage of the network of establishments as an aspect for improvement
When the satisfaction questionnaires were first sent out in January 2022, one of the suggestions for improvement most frequently made by users was related to the scope of the network of establishments in which they could use their Edenred benefits.
Why can Edenred benefits only be accepted at participating establishments?
Social vouchers are not a means of payment, but rather an instrument that allows their recipients to enjoy a certain benefit. For example, in the case of the meal allowance, the aim is for the amount awarded to be spent on meals or foodstuffs, thus guaranteeing people access to decent food while at work.
Thus, and following the guidelines of the transposition of the European Payment Services Directive (PSD2) into Portugal, Edenred benefits can only be used in establishments that are part of a contracted network (with a commercial agreement with Edenred). To ensure that they are used for the purpose for which they are intended, justifying the tax advantage they enjoy.
What we did to improve: actions to expand the network
The existence of a comprehensive network of establishments where they can use their benefits is a determining factor in user satisfaction. That’s why we didn’t ignore this window of opportunity brought about by the Passion for Customers program.
As this is one of our users’ main “pains”, we have concentrated our efforts on expanding the network of Edenred member establishments.
The result: 23% growth in 12 months at Euroticket Refeição member establishments
Since the first NPS was sent out, the number of establishments accepting payments with the Edenred meal card has risen from around 31,000 to 38,000.
This optimization has been noticeable in the subsequent phases of sending out the satisfaction questionnaires. The NPS has improved, both in the case of users (who have shown greater satisfaction at being able to use their benefits more generally) and in the case of the client companies themselves, who have shared more positive feedback. This was the case with
“With Edenred it’s easy to shop for meals and food, have lunch in restaurants and it’s very easy to know your balance and see all your movements in real time.”
Michail Malakhanov, User
“We are very satisfied with our collaboration with Edenred. In addition to the service, one of the aspects we highlight is the wide range of establishments where employees can use their benefits.”
F Initiatives, Client Company
“Very complete service! It works in many establishments, both restaurants and markets.”
Gustavo Coelho, User
For companies that provide their employees with non-wage benefits, it is also essential that these can be used flexibly, conveniently and without hindrance. So that employees remain satisfied with the benefits they receive.
It is with this in mind that Edenred carries out its daily work to expand its network of member establishments.
Priority is given to the suggestions we receive every day from our users (on our website or in the MyEdenred App) and also to the areas highlighted as a result of the Passion for Customers program.
Because we don’t just listen to what our customers have to say. We strive to act and improve on what we hear!
Starting from July 2023, Euroticket benefits have been renamed Edenred.