From Customer Satisfaction to Citizen Trust: What Public Administration Can Learn from Prysmian’s Approach

FROM CUSTOMER TO CITIZEN

For Prysmian, being customer-focused isn’t just a slogan—it’s a proven strategy. Over the past few years, the group has significantly improved its B2B customer satisfaction scores by simplifying processes, embracing smart digitalization, and continuously improving. At the heart of this progress is a simple idea: every interaction matters.

This same principle guided a collaboration between Prysmian and the Cluj-Napoca City Hall, aimed at building a more citizen-friendly public administration. Three workshops with the Public Relations department, led by trainer Cristian Gheorghe, brought private-sector best practices into the public sector—tailored to local realities.

WHAT WAS THE PURPOSE OF THE INITIATIVE?

Let’s shift the focus from procedures to the citizen’s experience. From active listening and empathy to proactivity and simplicity, every topic discussed had a clear link to the daily work of public servants. Instead of just reacting to problems, the emphasis was on anticipating them. Instead of bureaucratic language, the goal was clear and effective communication. Participants began to see each interaction with a citizen as a critical touchpoint - just like in business, where a single experience can win or lose a customer for good. This shift in mindset moved them away from a defensive, rule-based approach toward one that’s open, focused on real needs, and centered on the value perceived by each person requesting a public service.

In the long run, initiatives like this can have a major impact at the community level.
They help build trust in public institutions, reduce unnecessary bureaucracy and tension, and strengthen a relationship of mutual respect between citizens and the administration. Just like customer loyalty in the private sector is earned through consistency and care, citizen loyalty in public administration is built through transparency, empathy, and efficiency. 

Prysmian Romania believes the Cluj model can be replicated anywhere there’s a genuine will to improve.
By fostering collaboration and sharing know-how between companies and public institutions, we can work together to build a modern, trustworthy, and people-centered public administration.

Article created by the Prysmian Romania team and published in the Ghidul Primăriilor magazine.
Trainer: Cristian Gheorghe – Customer Centricity, Prysmian