Download the file. - Groupe SEB

S U S T A I N A B L E D E V E L O P M E N T
72 - 73
RETAILERS,
CONSUMERS:
ALL OUR ATTENTION
S TA K E H O L D E R S
PRODUCT QUALITY AND CONSUMER SERVICE
Good after-sales service and priority given to repair rather than exchange
of products are two basic principles of Groupe SEB’s consumer
service policy. In 2010, the Group continued its worldwide
deployment of a computerized system which will eventually link
up all its Customer Welcome Centres and approved repair
centres. This shared platform will make it easier to handle
customer claims and feed back comments to design teams, and so
ensure constant progress. There was a marked improvement in
the Group’s product quality indicators in 2010, as a result of a
quality plan launched at the end of 2007. Moreover, the rate of
repair as against replacement of returned products rose to 52% in
France from the previous year’s 47% – which is also a benefit for
the environment.
NEW WORKING PARTNERSHIPS
WITH RETAILERS
Service is also at the heart of relations between
Groupe SEB and its distributor clients. Apart
from just-in-time order delivery, the Group is
involved in various other partner arrangements
with retailers. In 2010, for example,
it test-ran a scheme with a major distributor
involving the supply of assortments
of small electrical appliances to cover all
European markets. This considerably
simplified stock-listings and logistics
flows, to the economic advantage of both
parties, while also reducing CO 2 emissions
by freight transport.
Rowenta Intensium
vacuum cleaner.
QUALITY PLAN: RATE Of RETURN fOR PRODUCTS
UNDER GUARANTEE DOWN BY 25% IN 2010
A WORLDWIDE GUARANTEE
fOR KRUPS, MOULINEX, TEfAL
AND ROWENTA PRODUCTS,
WHEREVER THEY ARE BOUGHT
CONSUMERS INTERESTED
IN ECO-fRIENDLY PRODUCTS
Gabriele Rizzoli, a Rowenta Intensium
vacuum cleaner user (Italy)
“Why did I choose to buy an Intensium vacuum cleaner
rather than any other? I was looking for a fairly
powerful, bagless cleaner, but I also wanted it to be
eco-friendly – a ‘green’ product, if you like. I chose
the Intensium because it is highly recyclable and uses
25% less energy for the same power. My wife and I
are concerned about safeguarding the environment:
we prefer to use public transport, and avoid wasting electricity, for example.
We feel responsible for the future of our children. We are very pleased with
the Intensium, and would not hesitate to recommend it to our friends.”