We therefore monitor our relationships with our customers very carefully in order to pinpoint areas for improvement at the earliest opportunity. A twice-yearly assessment is followed by the development and implementation of action plans to deal with any perceived shortcomings. This was the philosophy at the birth of Gemalto. Eighteen months later we have achieved a robust level of customer confidence, and this is showing consistent improvement. Our customers clearly view us as the market leader.

We listen to them via our “TellMe” survey, involving face-to-face interviews. This measures our performance across a spectrum of issues, handling problems, order processing, our offer of secured devices, solutions and services, information and innovation.

In 2007 we were pleased to hear that our customers are either “satisfied,” or “very satisfied” with our core business: managing business relationships; the range and quality of our secured devices; our flexibility, responsiveness and agility regarding deliveries; and our ability to handle issues transparently and proactively.

Regarding business relationships, a wireless customer in Latin America highlighted the “Sales Manager’s commitment and the company’s proactive approach to presenting alternative solutions and introducing business partners that will increase the value of the card.” A major European operator, meanwhile, highlighted the “high capacity of Gemalto plants” and our “on-time delivery with appropriate lead times.”

In our banking business, one of our Japanese customers told us: “Our Marketing & Technical teams have confidence in Gemalto’s products. Gemalto is doing well, focusing its efforts on what matters most to us; we see this as a differentiating factor for Gemalto. We view Gemalto as a long-term partner.”

In security, our customers, mostly governments, recognize that ours is “a very good offer in terms of smart cards and personalization services.” In general they appreciate the “level of listening from the technical team, its availability and reactivity.”

As a result of the “TellMe” survey we identify literally hundreds of precise actions to address the needs and expectations of our individual customers. In addition, we are implementing company-wide improvement projects some of which cut across all our functions, while others more specifically concern a business line. We also communicate the survey’s findings to all our customers in the interests of transparency and trust.