| Customer service and satisfaction |
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Context Over the decades, each Maison has developed a distinct and unique design identity which makes their products recognisable and desirable. Above all, each of our Maisons shares a commitment to producing goods of the highest quality. Our approach We believe there are three elements to achieving excellent customer service and satisfaction:
Product design and quality Maisons have dedicated quality control teams responsible for ensuring that products meet the high standards we set ourselves. The teams conduct regular assessments of product ranges, which may include visits to suppliers and manufacturers across the world. The production process from initial design to the finished product involves various parties. Our design, manufacturing and quality control teams work in close collaboration throughout the process. Watches, items of jewellery, writing instruments and leather goods do not represent any significant health and safety risk. Therefore the Group does not collect data on the number of products that go through an assessment for health and safety impacts: safety and ease of use are integral design considerations for all of our products. The Group has not been subject to any fines or non-monetary sanctions for non-compliance with laws and regulations concerning the use of its products. Staff training and customer service Many of our Maisons have established training academies to foster design, development or customer service skills. Retail staff also receive comprehensive, product-specific training so that they are able to knowledgeably respond to customer questions. This type of training often covers areas such as the responsible sourcing of raw materials, including gold, diamonds and exotic leathers. Each of our Maisons has comprehensive systems in place to assess levels of customer satisfaction. The systems include ‘mystery shoppers’ and the close monitoring of customer queries, particularly online. After-sales service Some of our products, watches in particular, require regular servicing and in some instances repairs will be necessary. We offer a comprehensive after-sales service for all of our products, regardless of age, and have established local centres for most basic watch servicing. Whist the majority of watch servicing can be carried out close to the customer, more complex or unusual servicing and repair requests are only carried out at the place of manufacture. The standards of product servicing, including speed, quality and price, are coordinated globally by the Group. Advertising In terms of external communications, the Group’s Maisons advertise their products through a variety of media channels. Compliance with local laws with regard to advertising and promotion is respected. No instance of non-compliance has been brought to the Group’s attention during the year under review. Counterfeiting Counterfeiting is the unauthorised copying of an item when the clear intention is to pass that item off as being the genuine product. The counterfeiting phenomenon is not new and Richemont is working hard at all levels to minimise the impact of counterfeiting on its business and to inform consumers about the dangers of buying counterfeit product. Richemont continues to work with industry bodies and with law enforcement and customs worldwide to tackle this industry issue. Product information and labelling The Group’s Maisons label their products in compliance with local laws. No instance of non-compliance has been brought to the Group’s attention during the year under review. Looking ahead Offering customers creative, high quality products and excellent service will continue to be a priority. Case studies |