Our commitment at a glance
97.5% customer satisfaction rate on mailing and document systems.
ISO 9001 Certified
Across all R&D, Manufacturing and Logistics sites globally.
87.6% of suppliers assessed in 2018 comply with the requirements of our suppliers’ code of conduct.
GDPR policy implemented under the responsibility of our Data Protection Officer.
Code of Ethics implemented worldwide across all Quadient entities.
Focus on Customers
97.5% of Quadient customers say they are satisfied on Mailing and Document Systems according to the latest global survey conducted in 2018. 96% were satisfied overall.
Satisfying our customers means above all listening to their concerns and providing them with all our support to meet their needs. As a trusted partner, we want to provide them with a high quality service and we offer them the best possible support in the definition and implementation of appropriate solutions. With this in mind, Quadient has put in place an effective customer-listening approach based on two waves of annual surveys in order to regularly evaluate the quality of its products and the level of its services. The reasons for satisfaction and dissatisfaction of our customers are thus analysed and highly targeted improvement programs are set according to the needs of the different markets.
At the same time, listening to customers is also fundamental to support the company’s digital transformation. It results in the deployment of specific surveys which provide faster customers’ feedback on related solutions and services.
Respect for Fundamental Human Rights
Quadient runs its business with great respect for the fundamental principles set forth in the United Nations Universal Declaration of Human Rights and the labour standards of the International Labour Organisation (ILO). We strongly condemn:
- Modern slavery and the traffic of human beings
- All forms of illegal, forced or compulsory labour, in particular child labour
- Discrimination in respect of employment and occupation
- Restriction of freedom of association and the right to collective action
We ensure that our operations comply with our Code of Ethics through our procedures and internal –control systems including regular operating reviews, risk management, internal audits and suppliers’ assessments.
Transparency and loyalty are part of our ethical standards and are inspiring our course of actions. Moreover, integrity in business relationships with our partners, suppliers, customers and competitors is an ongoing concern to which we pay particular attention. In this context, Quadient rejects all forms of corruption in all of its business transactions. This includes cases of conflict of interest, bribery, extortion, fraud, abuse of power, embezzlement, and money laundering.
A document establishing Quadient’s internal policy dedicated to conflicts of interest has been drawn up in addition to internal controls which include a requirement that managers annually sign a specific disclosure form. Furthermore, an anti-fraud scheme has been deployed within our company.
Quadient seeks to forge mutually beneficial partnerships with its suppliers, and to conduct responsible, ethical and sustainable business with them. Quadient seeks to work only with partners that share the company’s values and apply equivalent ethical rules. Our company thus requires all suppliers to comply with applicable laws and regulations, the conventions of the International Labour Organisation and our current purchasing policy.
Suppliers are selected carefully, fairly and equitably. They are chosen according to an established purchasing strategy, or call for tenders, based on their ability to fulfil our requirements in terms of quality, price, service, reliability, technology, safety, the environment and ethical values. Our company also endeavours not to create a situation of mutual dependency with respect to sales, technology and know-how.
In 2016, Quadient revised its purchasing policy in order to better explain its expectations regarding corporate social responsibility, described in a supplier Code of conduct. Besides, a production supplier evaluation campaign has been undertaken since 2017.
Information Security and Data Protection
Beyond smart machines processing traditional mail, our portfolio now includes solutions and software dedicated to digital communications management or aimed at facilitating parcel processing. Thus, Quadient handles large quantities of confidential information every day and protecting them has always been of very high concern for our company when dealing with protection of postal transactions, customers’ data or our own data.
Aware of the consequences of a security failure in its operations, Quadient has deployed information security policies setting our requirements for the appropriate and secure use of our own data and those entrusted to us by our stakeholders. Quadient has achieved certification based on the ISO 27001 standard, in particular for its digital solutions development activities. We have also created a project team dedicated to the integration of the new European regulation on data protection - GDPR - into our practices (regulation n°2016/679, known as the general data protection regulation) and updated our General Personal Data Protection Policy.