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 2018, Bureau Veritas has been collecting feedback on what its clients think about its services via a customer satisfaction survey. The survey is administered online, and is available in 11 languages. Clients are automatically invited to complete the survey by e-mail, but you can also access the survey by clicking here. Survey responses are analyzed 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.
Wood & forestry complaint process
We’ve established a dedicated process for managing client complaints and appeals relating to forestry and wood certification. Complaints and appeals can be submitted directly online on the Bureau Veritas Certification website or the Bureau Veritas Certification local office’s website. A form is also available in print upon request. The policy is available in 39 languages.