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. In Italy, 7 new ships and were delivered in 2018: 1 naval vessel, 1 oceanographic vessel and 5 cruise ships. Of these, 3 achieved the impressive “zero defects” result, a significant recognition by the respective customers.
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 periodically and each product – from delivery until the end of the guarantee and after-sales period - is subject to voluntary feedback by customers.
The Customer Satisfaction Index (CSI), harmonized for all the companies in the Fincantieri Group, was started in 2018 and is based on shared principles and guidelines – and yet flexible for customization to each company - that are necessary for each product/market. The importance of this vision is demonstrated by the inclusion of this objective in the 2018-2022 Sustainability Plan.