Customer Satisfaction and Retention

The main sector in which we operate is, by its nature, characterized by a limited number of competitors and clients: therefore, measuring customer satisfaction and loyalty cannot rely on statistically significant data samples, but rather on long-term analyses that correlate market trends, the awarding of orders and contracts to various players, the time taken to convert negotiations into orders, the retention of longstanding clients, and the acquisition and retention of new customers.

We regularly conduct market and competitor surveys from which we derive factors of “loyalty.”

In recent years, the Group has developed a methodology to calculate customer satisfaction through a numerical indicator, the Customer Satisfaction Index (CSI), with a value ranging from 0 to 100. The CSI is governed by a specific corporate procedure that requires measuring customer satisfaction six months after the ship becomes operational.

The parties involved in measuring this indicator are:

• The Project Manager (PM) responsible for the contract, who measures the CSI;
• The Quality Manager, responsible for consolidating the annual CSI at the management level;
• The Quality and Performance Improvement function, which measures Fincantieri’s annual CSI.

The CSI results from three evaluations:

• Performance and objective facts: compiled by the responsible Quality and Performance Improvement unit and verified by the PM;
• Internal questionnaire: self-assessment by the Organizational Units closest to the customer;
• Customer questionnaire: interview with the customer.

In 2024, the CSI evaluation was conducted on five ships (four cruise ships and one military vessel), yielding an average indicator score of 80. This result reflects a level of customer satisfaction aligned with Group objectives and consistent with the levels achieved in previous years, despite a contract mix (within the indicator’s scope) featuring a significant presence of prototypes, including Fincantieri’s first LNG-powered cruise ship.

From 2020 to 2024, thirty-three Fincantieri ships (twenty-five cruise ships and eight military vessels) were delivered and assessed using the CSI methodology, achieving an average satisfaction score of 81/100. The CSI covers 100% of sales related to shipbuilding products.

Customer satisfaction: 2023-2027 Sustainability Plan objectives and targets

Listen to needs and expectations in order to maximize customer satisfaction