The main sector in which we operate is intrinsically characterized by a limited number of competitors and customers. The measure of customer satisfaction and retention cannot therefore be based on statistical significant data samples. It requires instead a long-term analysis of the relationship between market trends, assignment of orders and jobs to the various players, the time taken to transform negotiations into orders, maintenance of long-term customers, and the acquisition and retention of new customers.


We regularly survey the market and competition, from which certain "loyalty" factors can be deduced.

 

As part of the Sustainability Plan, there is a specific objective regarding customer satisfaction which includes the development of the Customer Satisfaction Index (CSI) system. For its regulation, in 2020, the CSI Development Plan was defined with the details, responsibilities and timescales on of activities to be carried out in 2021-2023. As the CSI procedure requires customer satisfaction to be measured after at least three months of ship operation, due to COVID-19 it was only possible to measure CSI on two ships with an average result of 88/100, corresponding to a high level of satisfaction.

 

Fincantieri Marine Group surveys customer satisfaction three times a year through meetings with representatives of Lockheed Martin and the US Navy. In VARD, customer satisfaction is monitored continuously, both during the production stage and during the guarantee and after-sales period. Each product is subject to voluntary feedback by customers.

WHICH OBJECTIVES DO WE HAVE ON THIS TOPIC?

Customer satisfaction: 2018-2022 Sustainability Plan objectives and targets

Commitments Objectives Description/ Target Benefits Status Timetable

Listen to needs and expectations to maximize customer satisfaction

Develop and apply methodologies for detecting the level of customer satisfaction.

Identify new organizational solutions to strengthen customer loyalty

Develop a Customer Satisfaction Index (CSI) System that will consists of the following stages:

 

• 2020 - A CSI development plan

• 2021 - CSI measures and calibration

• 2021 - An intra-group CSI benchmark

• 2022 - CSI objectives for each company

Monitor trends and act in a specific and targeted way on the areas of client dissatisfaction

 Achieved

 

In 2020, the CSI Development Plan was defined in 2020 with the details, responsibilities and timescales on of activities to be carried out in 2021-2023. Due to COVID-19 only it was possible to measure CSI on only two ships, with an average result of 88/100.

2020-2022

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