Our Commitment to Customer Satisfaction
We are committed to relentlessly improving our Quality Management system in order to deliver world-class services to all customers, improve customer satisfaction and loyalty.
We aim to provide the best total customer experience in the industry as a driver for growth and excellence.
Relentlessly improving our Quality and Security Management
With quality of service at the forefront, Marlink maintains customer requirements and satisfaction throughout our Quality Management System (QMS) that meets the requirements of the ISO 9001:2015 and ISO 14001:2015 standard.
We run regular internal and external audits through one of the world’s largest accredited third-party certification bodies, AFNOR, to demonstrate our commitment to quality and best management practices throughout the entire customer lifecycle.
In addition, Marlink is granted with an ISO 27001 certificate that officially recognises the implementation of our efficient Information Security Management System (ISMS).
Listening to the voice of our Customers
Marlink conducts regular customer surveys to understand and to act on loyalty drivers in order to improve perceived service levels and efficiency.
The Customer Operations team continuously measures customer satisfaction to further improve, measuring our Net Promotor Score (NPS) and Customer Effort Score (CES). After every case is closed, we invite our customers to tell us how we did.
RECOGNISED EXPERTISE AND CAPACITY TO INNOVATE
The Marlink expertise and capacity to innovate has been recognised in the market.
We have been ranked in the pole position for both overall connectivity and VSAT connectivity services and won prestigious awards throughout the years.
Our commitment to integrity and reliability
We share this code with our customers, partners and employees to ensure that our business relationships are based upon a foundation of integrity and trust.
We give people the confidence and reliability to communicate no matter where they are in the world.
