Renault Focuses On Quality and Customer Satisfaction

Renault Laguna Coupe

Renault Laguna Coupe

The Renault Quality Commitment, which will guarantee that the quality of a customer's car or van is reflected by the service level provided by Renault.

As highlighted in Renault's new strategic plan, Renault Drive the Change 2016, quality is a main priority for Renault, who now includes a 'Renault Quality Made' stamp on all of its communications as a way of emphasising the focus.

Electronic issues affecting some older models such as the second generation Renault Megane and Laguna, especially, certain electric window mechanisms and early-generation electronic instrument display have been publicly acknowledged by Renault, as a result, a customer goodwill programme was implemented in order to cover such concerns.

Four current Renault models, the Renault Clio, Grand Modus, Megane and Scenic are in the top five of their classes for reliability in the recent Which? car survey 2011, while the current Renault Scenic is in fourth for MPV overall customer satisfaction with the Grand Modus in sixth. They said: "Renault's drive to improve quality seems to be paying dividends, as reliability is much improved."

Renault is also focusing on its dealer network, having put a number of initiatives in place to improve customer satisfaction, which the Auto Express Driver Power surveys show an improvement, having seen a rise of 16 places for dealer satisfaction.

A new internet-based dealer rating system will be introduced in 2011, allows Renault customers to provide individual satisfaction ratings and comments for sales and service for all of Renault's UK dealerships.

Renault's E4 - Excellence, everyone, everywhere, everytime, was launched in 2006 an created to improve loyalty and profitability, focusing on 20 essentials that the dealer network have been provided with, 10 for sales and 10 for After Sales.

E4 is part of the five point 'Renault Excellence Plan', company-wide objectives to globally improve quality, covering designing robust vehicles, manufacture compliant vehicles, increase reliability for all types of use, ensure sales and after-sales quality and instill a culture of quality in the company.

Renault Business Promise, which launched a year ago, ensures business customers have three years guaranteed care-free mobility, thanks to a comprehensive car package, including warranty, recovery, servicing and delivery promises. This package will be followed on 1st January 2012 by a similar packaged designed for retail customers, the Renault Quality Commitment, which will guarantee that the quality of a customer's car or van is reflected by the service level provided by Renault.

Published 15 August 2011 Staff

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