Download the file. - Groupe Seb

Consumer satisfaction is Groupe SEB's number 1 objective. We use our power of innovation to create
products and services to improve consumers' well-being, whilst respecting the principles of sustainable
development to which they are increasingly sensitive.
LISTENING
TO CONSUMERS
Quality first and foremost
Groupe SEB's primary requirement is the quality of our products.
The ambitious plan we launched back in 2007 to improve the Group's performance
in this respect is now bearing fruit - between 2009 and 2011, the global rate of
return for products under guarantee decreased by around 35%. This considerable
improvement is also confirmed by indicators measuring the quality of goods as they
leave the factory - the rate of potentially defective products was quartered over
2 years, both from Group units and from sub-contractors.
Repair rather than exchange
For broken or faulty products, the Group prioritises repair over exchange. This is more
beneficial for the environment as well as for the consumer, particularly when the product is no longer
under guarantee. This repairability policy has been in place since 2008 and 77% of products sold in
2011 were fully repairable. Groupe SEB considers products to be fully repairable if all replaceable parts
are available (with relevant assembly instructions) and with no parts costing more than half the product
price.
FOR ALL CONSUMER QUESTIONS -
ONE TELEPHONE NUMBER PER COUNTRY
ON THE PRODUCT LEAFLET
70 Business and Sustainable Development Report 2011