Quality commitment

Your requirements, our uncompromising commitment

Guaranteeing absolute satisfaction of every one of our customers and putting them at the heart of the business

Patrick Labilloy, Quality VP

Quality is an unwavering commitment for the Groupe PSA, and the customer is the central focus of our quality policy. The Group commits to fulfilling the requirements of customers by ensuring top-level product reliability and providing them with high-quality features and services.

It brings its customers high-quality service when handing over their car and offers them an after-sales service commensurate with their expectations.

Unwavering automotive quality

Vehicle quality is ensured at each and every step in the life span of the product.

It encompasses fundamental characteristics such as reliability and top-flight customer features on a long-term basis.

  • Objective: 0 defects

    The number-one quality aspect is the reliability of a vehicle, i.e. “0 defects” in manufacturing and the correct functioning of all its systems.  Vehicle features must absolutely respond to customer expectations on performance, styling, perceived quality, comfort and pleasure.

  • For lasting quality

    High-level quality maintained over the long term is a prerequisite, whether in terms of keeping driving pleasure intact or safeguarding resale values. The Groupe PSA is committed to a programme called “New at 3 years old” to guarantee that vehicles will always be perceived as new after three years of use. To that end, 250 technical design guidelines have been revised to improve the resilience of vehicles over time and more demanding endurance tests have been implemented.

  • Rigorous inspection processes

    Quality management is based on rigorous processes and management systems. For example, more than 1,800 functional characteristics and aspects are inspected on each vehicle coming out of the plant.

  • 1.7 million

    customers surveyed every year worldwide

  • 90 %

    say they are "Completely satisfied" with the purchase of their vehicle

Our customer-centric policy

In the era of multi-channel and bespoke communication, the sales relationship has switched from a transactional approach to a personal approach in which the customer is the central focus. The Groupe PSA is committed to a proactive approach, listening closely to its customers so as to improve their experience throughout an optimised and individualised customer journey.

  • A customised relationship

The customer chooses the time, place and manner in which they want to enter into a relationship with the Groupe PSA. Our agencies, dealerships, sites and apps respond to their requests for information or services whenever and wherever. All these contact points are inter-connected, generating a seamless and optimal service experience.

  • Bespoke services

A broad range of services are available, ensuring a bespoke response. This is true for services during the vehicle sale (reception, advice, getting to know the vehicle, financing and insurance options) and after the vehicle sale (handling, maintenance, repair, spare parts replacement).  It is also true for new mobility services, with rental and carsharing for individual customers and companies, and connected services that make vehicle access and use easier.

Brand Protection : a Top Priority for Groupe PSA

  • Counterfeiting in the automotive industry

    Counterfeiting in the automotive industry involves both spare parts and Equipment.

    It is a source of danger for consumers, users and anyone involved in the logistics chain.

    For example, the inner panel of an OEM bonnet has zones that are designed to crumple in the event of a serious collision. In the counterfeit bonnet, there are often fewer or none of these zones, which puts the driver’s, passengers’ or pedestrians’ life in danger.
    If an accident occurred because of a counterfeit part or a part bearing a counterfeit make, the insurer would be within its rights not to assume liability or reimburse the losses.

     

Passenger compartment filters

Original parts (from Original Equipment Manufacturer : OEM) and counterfeit parts look very similar, which makes it difficult for customs officers, repairers and consumers to spot the counterfeit parts.

The difference is not necessarily visual because the counterfeit mimics the external appearance but uses different materials and technologies to the OEM product.

Left : counterfeit part – Right : OEM part

For example, in addition to the differences in filtration, the OEM filter shown above is fire resistant, whereas the counterfeit part is not.

The financial risk

  • Counterfeiting in the automotive industry

    Within the automotive sector alone, the growth of counterfeiting costs France1 1000 jobs per year and almost 200,000 jobs2 around the world. According to the OECD (Organisation for Economic Co-operation and Development), the impact of counterfeiting on the European automotive industry in 2015 was 15 billion euro3.

    Counterfeiting negatively affects the sales of car manufacturers, and consequently their capacity to invest and therefore innovate.

    1,3, https://cdn.iccwbo.org/content/uploads/sites/3/2017/02/ICC-BASCAP-Frontier-report-2016.pdf

    2 Source CCFA

     

     

     

The Groupe PSA commitments

Each Groupe PSA brand, along with its network, guarantees the authenticity of its parts in order to maintain the performance and reliability of its vehicles over time. For each of the brands, OEM parts are guaranteed by the manufacturer, which assumes liability for any manufacturing or material defects during their warranty periods. This provides consumers with peace of mind and a sense of confidence.

Any accessories selected by the Groupe PSA undergo tests that are validated by the manufacturer. As the accessories are specific to each vehicle, they are made to measure, which assures the customer of their optimal use for this vehicle.

Security labels

To prevent counterfeiting, product offers as a whole need to come with added protection, enabling Groupe PSA brands to preserve their identity at all times and helping the Groupe PSA to fight fraud.

Because of this, a decision was taken to use a security label, which cannot be falsified, on all Peugeot, Citroën and DS OEM parts, Eurorepar parts and accessories. This label will be placed on spare parts’ packaging and will allow customs officers, repairers and customers to verify the authenticity of parts.

How is the authenticity of the label inspected?

The authenticity of the label can be inspected visually, by scanning the code or by going to the Internet address shown on the label.

Recommended App: Neoreader on OS, Android and Windows phone.

  1. Access to the inspection application on a PC or a tablet at the address shown on the label
  2. You want to test ? Click here.

 

Security Label
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