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Electroplanet Wins Customer Service of the Year Morocco 2025 for Sixth Consecutive Year
For the sixth consecutive year, Electroplanet, Morocco's leading appliance retailer, has been awarded Customer Service of the Year Morocco 2025 in the category of Specialized Distribution of Home Appliances and Technology Products. This prestigious recognition, presented in Casablanca during the 8th edition of the Customer Service of the Year awards, highlights the company's unwavering commitment to service excellence and customer satisfaction.
Hakim Mataich, Deputy General Director of Electroplanet, expressed pride in the company’s ongoing achievements, stating, "I am proud to see that our collective efforts, combined with effective tools and a well-thought-out strategy, continue to yield results. This award not only recognizes our outcomes but also the dedication of our teams in delivering a consistently seamless and responsive customer experience."
A Customer-Centric Strategy
At the heart of Electroplanet’s strategy is customer satisfaction, with a clear focus on meeting the evolving needs of clients while ensuring an optimal experience. The company’s approach integrates advanced technology and proactive management of customer interactions.
Among the key initiatives, Electroplanet has developed a mobile application that enables customers to track their orders in real time and manage their complaints with ease. A dedicated CRM system further enhances this approach, ensuring personalized attention for each request. Additionally, the company has introduced a digital voucher management platform to streamline the shopping experience, both online and in-store.
Electroplanet has also refined its after-sales service (SAV) policy, offering customers top-tier services such as delivery within 24 hours, complete installation, and home repair services for all products.
A Focus on Quality Management
Electroplanet’s success is driven by an organizational approach centered on strong leadership and active team involvement. Store managers apply exemplary management methods, setting high standards and encouraging their teams to maintain consistent service quality.
Moreover, automated customer satisfaction surveys are used to collect and analyze feedback in real time. With a recommendation rate of 97%, this data serves as a vital tool for continually improving services and ensuring rigorous quality control.
Tangible Results
This year, Electroplanet recorded a customer satisfaction score of 95%, demonstrating the ongoing progress of its customer relations efforts. This achievement is complemented by a 2% increase in the customer base and a 7% rise in business activity year-to-date.
Commitment to the Future
Looking ahead, Electroplanet plans to continue its efforts toward improvement by enhancing its technological tools, investing in team training, and staying attuned to the evolving needs of its customers. This sixth consecutive award is part of a long-term strategy to maintain high-quality service and strengthen customer loyalty.