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Sia Partners awarded Gold by Syntec Conseil in Customer Engagement category
Sia Partners Wins Gold Award for Transforming Eurostar’s Customer Experience with the #BienvenueChezNous project, designed in collaboration with Eurostar and Next Level Formation.
Sia Partners, in collaboration with Eurostar and Next Level Formation, is proud to announce its recognition with the prestigious Syntec Conseil Gold Award in the Customer Engagement category. The award highlights the successful deployment of the #BienvenueChezNous project, which transformed Eurostar’s customer experience following its merger with Thalys.
This award reflects Sia Partners’ dedication to innovation and excellence in management consulting, as well as its commitment to creating meaningful, customer-centric transformations for its clients.
A Transformative Customer Experience Strategy
In the context of Eurostar’s ambitious objective to become the leader in European rail travel and achieve 30 million customers by 2030, Sia Partners was entrusted to design and implement a comprehensive customer engagement initiative.
The #BienvenueChezNous project was developed to unify Eurostar’s newly merged teams and deliver a memorable, multicultural, and emotionally resonant customer experience, showcasing the best of the Eurostar and Thalys brands under the shared vision of #TogetherWeGoFurther.
Through close collaboration with Eurostar, Sia Partners:
- Created #BienvenueChezNous, a service charter founded on three core relational attitudes, 12 key gestures, and 80 use cases tailored to Eurostar’s customer-facing teams.
- Trained over 1,300 Eurostar employees, including onboard staff, ground agents, and call center teams, with a focus on emotional and situational intelligence to elevate customer interactions.
- Built a network of 136 ambassadors to ensure the charter’s adoption and sustainability, providing local support and driving continuous improvement across Eurostar’s operations.
- Launched a communication campaign featuring 50+ visuals, videos, and interactive workshops, in 3 countries, reinforcing the charter’s principles and embedding them into everyday practices. Preparation included analysis of 250+ concepts previously imagined with customers, 15 head office interviews & 1 month of on-site testing.
Key Results: Excellence in Customer Experience
The project has already delivered impressive results:
- A 91.2% customer satisfaction score (CSAT) for Train Managers in 2024, up from 90.9% in 2023.
- 89% employee satisfaction with the training program, with 87% recommending it to peers.
- 60% of customers declaring their satisfaction “very good” or “exceptional” (2024).
- Numerous customer testimonials praising exceptional, personalized service, including heartfelt moments like surprise celebrations onboard and tailored assistance for vulnerable passengers.
Setting a New Benchmark in Rail Customer Experience
The #BienvenueChezNous initiative has redefined customer engagement in the rail industry, emphasizing human connection, inclusivity, and empowerment. By integrating innovative service practices and fostering emotional connections, Eurostar has been positioned as a leader in delivering exceptional customer experiences.
This achievement highlights the power of collaboration and innovation in improving both team engagement and the travel experience for Eurostar’s passengers.
About Syntec Conseil Gold Awards
The Syntec Conseil Awards honor outstanding projects in management consulting, recognizing transformative initiatives that create measurable value for clients. The Customer Engagement category rewards innovations that strengthen brand loyalty and enhance customer experiences.