Pillar 1 – Strengthening our customer excellence
We are dedicated to delivering network excellence, high-quality service and customer satisfaction on a daily basis. To achieve this high standard, we leverage our leading position in the roll-out of fiber, 4G and 5G, as well as data and artificial intelligence (AI), to offer our customers a customized experience.
As the European leader in fiber-optic infrastructure deployment, with almost 49 million FTTH¹ connections deployed by the Group, we now boast a considerable technological asset base.
We are consolidating this leading position in Europe, with 14.3 million fiber customers and 11.9 million convergent customers at the end of 2023. Targeted consolidation strategies, such as our acquisitions of majority stakes in Romania with Telekom Romania (TKR), and in Belgium with Voo, allow us to strengthen our value proposition with convergent fixed/mobile/ internet offerings, and to expand our fixed customer base.
In France, since the end of 2023, in addition to fiber and our mobile solutions (4G, 5G), we have launched a very high-speed satellite offer available throughout mainland France to meet the connectivity needs of individuals and businesses living in the most isolated areas. This Orange Satellite service provides an internet connection with up to 200 Mbit/s dowstream and up to 15 Mbit/s upstream for browsing, watching videos, fixed telephony and 26 DTT channels.
The excellence of our networks and quality of our services are a key differentiating factor in our markets. Guided by our goal of being either the outright or ex aequo leader in customer satisfaction (Net Promoter Score) in two-thirds of our regions (66%) by 2025, we already reached 60% in 2023. And in France, for the thirteenth year running, we took first place in the Arcep rankings for the quality of our mobile network.
To offer our customers a seamless, personalized experience between digital and physical channels, we are stepping up our use of data and AI. These technologies enable us to improve our ability to anticipate customer needs, design reliable, transparent and sustainable offers and enhance our customer service.
(1) FTTH = Fiber to the Home.
(2) Net Promoter Score
Key figures
71.7 million
households connectable to FTTH worldwide, including 48.9 million rolled out by Orange in Europe and 4.1 million in Africa and the Middle East
60%
of Orange countries outright or ex aequo leaders in customer satisfaction (NPS)²
2025 target: 66% of our geographies leaders or equal in terms of customer satisfaction (NPS)
11.9 million
convergent customers (+0.7% vs. 2022)
MásOrange: a strategic alliance to serve customers
In Spain, following the European Commission’s approval of the merger between Orange and MásMóvil, we created the MásOrange joint venture in March 2024. This major step forward for the Group’s development in Europe will position us as one of the leading operators in the Spanish market in terms of customers, user experience, talent and coverage of fiber and mobile networks, with over 37 million fixed and mobile broadband customers.
“This joint venture with MásMóvil will create a single, powerful and sustainable player that will evolve in the interests of Spanish customers. Combining the strengths of Orange and MásMóvil will give us the critical mass to innovate and invest for the future.”
Christel Heydemann
Chief Executive Officer, Orange
“We are thrilled to assume a relevant role in the Spanish telecommunication sector. Our exceptional team is committed to forming a unified and distinctive company capable of delivering positive impact and providing a trustful service to the most satisfied clients in Spain.”
Meinrad Spenger
CEO of MásMóvil
Combining performance and eco-design: the new Livebox 7
In October 2023, Orange unveiled the Livebox 7. The latest-generation high-performance box: up to 5 Gbps downstream and 1 Gbps upstream for residential customers and 8 Gbps downstream and 2 Gbps upstream for business customers (subject to eligibility). Connected to Wi-Fi 6E, this new Livebox enables us to further satisfy our customers’ growing demands in terms of connectivity and speed.
In addition to its excellent connectivity performance, the Livebox 7 also stands out for its design. With a shell made of 100% recycled plastic, designed for easy repair and featuring a standby mode to reduce energy consumption, the Livebox 7 is part of an eco-design approach, recognized by “Footprint Progress” certification from Bureau Veritas, an international certification body. A first for an Orange box in France!
“Thanks to Wi-Fi 6E available on Livebox 6 and 7, our customers can now enjoy the best of the Orange networks. The Livebox 7 is more efficient and meets the most demanding connectivity needs thanks to faster speeds. Our eco-design approach has been certified by Bureau Veritas. Once again, we have delivered an innovation that directly benefits our customers.”
Jean-François Fallacher
Executive Vice President and CEO, Orange France
Very high-speed broadband: for everyone, everywhere in France
To meet the connectivity needs of as many people as possible, including those not eligible for fiber or with low ADSL speeds, we launched our satellite solution in France in November 2023. This service is a new addition to our range of very high-speed broadband solutions, and is part of the French government’s “Cohésion Numérique des Territoires” (Digital Regional Cohesion) program, which aims to ensure that everyone has access to very high-speed broadband by 2025. In the implementation of this project, we enlisted the services of Nordnet, a Group subsidiary that has specialized in satellite internet for 15 years, as well as the European satellite Eutelsat Konnect VHTS, the largest ever designed by the European industrial sector (Thales Alenia Space).
Customer satisfaction as a driving force
Our primary objective is to offer our customers an unrivaled experience online, remotely (by telephone, chat, e-mail) or at our 4,900 stores in all 26 countries. With this goal in mind, and as part of our continuous improvement process, for several years we have been implementing COPC (Customer Operations Performance Standard), a global customer experience standard. By providing us with access to best practices and a performance benchmark, this standard, which is used by numerous prestigious brands, enables us to steer our operational performance ever more effectively. A practice that is bearing fruit. This standard has been deployed in 17 countries, resulting in a 10-15% increase in customer satisfaction. In 2023, we achieved a customer satisfaction rate above 85% in the countries where it was deployed.
Find out more about the COPC customer experience standard (opens in a new window)