In recent years, due to a continuous and exacting approach to quality improvement, Renault group brands have risen up through the ranks of the finest automobile constructors in terms of vehicle reliability and service quality. In several European countries, and in South Korea and in Brazil, for example, various rankings by independent bodies and the trade press have underlined these advances in quality.

Today an objective of the Renault group is to be recognized by our customers and the public as one of the world’s best automobile constructors in terms of product and service quality, in each region and each market segment.

To that end, the Renault group is working to ensure that its customers are offered a range of vehicles and services that guarantee absolute confidence in their relationship with the brand. This is reflected in a strong commitment to consolidating our results but equally to improving the durability and longevity of our vehicles as well as offering our customers an exemplary level of service in our sales network.

As part of an approach launched over seven years ago, the Renault group this year launched the new quality plan, the Customer Satisfaction Plan, composed of the following five objectives:

• to consolidate advances in quality and extend them worldwide,
• to design vehicles with enduring reliability and built-in longevity for all of our private and professional customers,
• to ensure customer confidence in all circumstances via the formalization of a customer commitment,
• to recognize the employees of the Renault Group as the frontline actors and ambassadors of these quality advances and to demonstrate an exemplary attitude to our customers,
• to convince the public of our advances in quality through properly conceived external communication and image management of the Renault group on the Internet and in social media.

The complete satisfaction of our customers and public recognition of our advances in quality are today the two main priorities of the quality policy of the Renault Group.

From the design phase, Renault listened to the remarks made by its customers who drive the previous generation of the model. A list of 100 items was established specifically to deal with problems related to durability and to ensure the longevity of Renault Mégane. For example, the lamp change system has been simplified by mounting the lights on a sliding rail, so they can be removed from the front. Likewise, the cabin cooling time has been reduced and optimized with the development of a "soft & fast" dual-zone air-conditioning system.

 

Prior to commercialization, Renault Mégane was extensively tested to attain the strict quality requirements of Renault. Dust, rain, mud, snow, mountain roads and poorly-surfaced roads were employed in extreme road testing of the bodywork and powertrain. 100 cars were driven 24 hours a day for 3 months covering 5 million kilometers across 3 different countries. The result: tried and tested reliability!

 

Particular attention was paid to perceived quality. Seamless body panel joins and panel assembly using new laser welding technology that does away with roof embellishers reinforce the overall quality feel and the durability of the vehicle.

In its latest "ADAC-Pannenstatistik 2009" report measuring vehicle reliability, the leading German organization ADAC considered six of our models out of seven taken into account in this survey as "good" or "excellent" over the last three years. These excellent results demonstrate Renault’s commitment to product and service quality, a key company focus.

The trade press also underlines the advances in quality of our brands. Automobile Magazine in its “TOP 100 most reliable” survey published in France in January 2010 rated six models of the Renault group out of nine taken into account in this survey among the best in their segments in terms of quality and reliability.

In South Korea, Renault Samsung Motors was rewarded in 2010, and for the ninth consecutive year, for customer satisfaction. The independent survey 2010 Automotive Syndicated Research (carried out by Marketing Insight), comparing five South Korean constructors and based on approximately 100,000 customers surveyed, rated Renault Samsung Motors number one on five out of eight criteria, including initial quality, product appeal, sales outlet satisfaction and after-sales satisfaction.

• Listen: make customer needs a reality, find solutions to complaint
• Guarantee: target zero defects, market vehicles with irreproachable reliability
• Endure: make fault-free cars that age well
• Serve: respect commitments, apply internal standards