Fraikin harnesses AI to elevate its Customer Experience Index (FCXI) and deliver smarter, faster service
By integrating AI into daily operations, Fraikin personalizes each customer interaction, anticipating needs and optimizing every touchpoint. This intelligent, data-driven approach helps customers stay ahead of the curve—gaining a market edge and outperforming the competition.
The FCXI: a composite, action-oriented indicator
The FCXI is a global indicator of customer experience built on a robust methodology:
- It aggregates satisfaction scores at each stage of the customer journey,
- Then weights them according to market expectations for each of those same stages.
This method produces a precise, actionable picture of perceived quality throughout the entire customer lifecycle.
Focus on drivers and fleet managers
As the primary users of our vehicles and services, client drivers and fleet managers specific customers journeys are fully covered by the index. Their satisfaction is measured separately to enrich Fraikin’s 360° view of the customer experience.
A Group-wide initiative
The FCXI has become the common benchmark across all Fraikin countries. Started in 2024, Fraikin France and Fraikin Italy took part in this structured customer listening initiative. All subsidiaries will follow in 2025. The objective: to foster a shared culture of customer experience, built on reliable, comparable, and actionable index to strengthen Fraikin premium customer experience.
