Veolia Boosts Customer Survey NPS with Clear & Engaging Videos

A French leader in resource management, Veolia Industries Global Solutions uses Powtoon to improve client communication. For each customer satisfaction email, Veolia creates engaging videos to boost response rates and Net Promoter Score (NPS).

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Headquartered in France, Veolia Industries Global Solutions is the global leader in optimized resource management. The group provides sustainable water, energy, and waste management solutions to customers across North America, Latin America, Europe, Africa, Middle East, Asia, Australia, and New Zealand. Veolia operates in the following industries: Automotive, pharmaceutical, steel, food and beverage, chemicals, and defense. The mission of the group is to encourage the transition to a more circular economy by providing sustainable solutions that protect and renew the environment. In 2019, Veolia provided 98 million people with drinking water and 67 million people with wastewater treatment services.

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Veolia Industries Global Solutions needed to find an engaging way to communicate with clients, especially on its annual customer survey. With client inboxes exploding with emails, response tended to be lackluster. Effectively communicating the purpose of the survey and getting more clients interested in responding was critical to obtaining realistic survey results. This was key to measuring Veolia’s performance and business strategy. Veolia’s performance team needed a time-saving video creation solution that will allow them to maintain a consistent look and feel across client communications.


Moving from emails to videos

For each customer satisfaction email, Veolia includes a video created with Powtoon. The video informs customers of the importance of the survey and how it needs to be filled. Since adding these videos, response rates and Net Promoter Score (NPS) rose dramatically.

Supercharging video production

Before Powtoon, the team created around two videos every four years, hiring an agency and spending significant resources on large-scale video productions. Powtoon’s intuitive templates allow them to create engaging videos once a month and reduce approval time.

Delivering one consistent brand

As a global corporation, brand consistency is critical to Veolia. Powtoon lets Veolia align their videos with brand guidelines, making it easier to scale the process. Different teams can now use these video templates for recruitment, internal comms, and change management.


Veolia’s client communication has been elevated thanks to Powtoon’s visual communication platform. Clients now understand the importance of the annual satisfaction survey and are excited to make their opinions known, especially on the NPS. “Powtoon is super easy, allowing us to create about one video a month. I really love using the templates on Powtoon and the music too. It’s very dynamic. I add our logo and some branding elements and quickly get the video approved by my boss. It makes my life much easier, and it’s a lot of fun,” says Delphine Dobbelaere, Performance Manager at Veolia.

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