Customer satisfaction and retention

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. In 2021, the CSI intra-group monitoring, evaluation and benchmarking were carried out.

As the CSI procedure requires customer satisfaction to be measured after at least four months of ship operation, due to COVID-19, in 2021 the CSI measured on the three ships delivered during the year, as well as on the two ships delivered in 2020.

The average CSI result for Italy was 81/100, corresponding to a high level of satisfaction. At the end of 2021, the first CSI comparison campaign was carried out among some companies in the Group. The results of the benchmark have been shared with the quality managers of the companies involved, specifying that this is only the first stage of a process in which the single value of the index is not important, but rather the improvement or maintenance trend in the event of results above the objective.

The results of the first campaign showed an average Group CSI of 85/100 and these results were used to define the index classification system, with an initial Group target level in the medium term of 80/100.