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.
Over the past three years, we committed to implementing a tool to measure customer satisfaction through a numerical indicator. The Customer Satisfaction Index (CSI), with a value between 0 and 100, is governed by a specific company procedure that requires customer satisfaction to be measured within six months of ship delivery.
Since the start of monitoring three years ago, a total of 13 ships have been evaluated with an average result of 81/100. These CSI results correspond to a high level of satisfaction, exceeding the first target level set by Fincantieri S.p.A. of 80/100.
WHICH OBJECTIVES DO WE HAVE ON THIS TOPIC?
Customer satisfaction: 2018-2022 Sustainability Plan objectives and targets
Listen to needs and expectations in order 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
In 2020, the CSI Development Plan was defined. It contains the details, responsibilities and timescales of the activities to be carried out between 2021 and 2023. Monitoring, evaluation, and the CSI intra-group benchmark took place in 2021. Based on the results of the first campaign, which showed an average of the Group CSI of 85/100, the index classification system was defined, with a first Group objective level in the medium term of 80/100.