We listened to over 50,000 consumers in the last four years to improve our products and services. Our long-running habit of listening to our customers through market research and focus groups is an integral part to our pursuit of excellence: they give witness to the high Quality of our brands and products and thanks to them Ariston Thermo is able to continuously improve.
STRATEGIES OF EXCELLENCE: Application of strategies like Early Feedback, an alert system active for all production process stages, as well as intensive training have enabled a considerable reduction in technical support.
A UNIFIED SUPPORT SYSTEM: In the last year, the Group has adopted a unified support service management system which, through an App, allows it to identify product anomalies, decide the type of action to be taken, and order spare parts.
CONTROL OF INSTALLATIONS: The census of installations allows for quantitative and qualitative evaluation of the support service and enables the company to offer
customers targeted maintenance services, guarantee extension and system replacements.
As proof of Ariston Thermo’s attention for its end customer, the Net Promoter Score project has been progressively extended; it is a listening project by which customers are called on to evaluate our products and services by giving a mark out of 10, thus contributing to establishing how advisable our products and services are and enabling the Group to take action and improve.