Since Renault was founded in 1899, the brand has always stood out as being both popular and innovative at the same time.

Popular, because Renault has always thought that the greatest number must benefit from the automobile. With the 4CV, 4L, R5 or, more recently, Espace, Twingo and Scénic, Renault has remained faithful to its ambition to pay close attention to the needs of the general public. It has always been Renault’s ambition to offer quality and affordable individual means of travel to the greatest number. With its broad range of products that suit numerous customers, the Group was the first carmaker to propose family vehicles that are environment-friendly and safe, at very attractive prices (with Logan and now Sandero).

Innovative, because Renault has been able to propose leading-edge technologies at affordable prices by investing massively in research. Consequently, the Group is currently the only manufacturer capable of marketing an electric vehicle on a large scale, including in developing countries.

This approach to the automobile, in which people benefit from technology, is embedded in the DNA of a group that is human, reliable and enthusiastic. It is the extension of our vision of social responsibility: to make sustainable mobility accessible to all.

Customer satisfaction is achieved first and foremost through the faultless quality of products and services. In 2006 Renault deployed its Plan for Excellence, made up of 20 factors of progress identified in order to better satisfy every one of our customers, from the vehicle sale to after-sales service.

Renault also conducts numerous satisfaction measurement programs, including customer surveys and sector-based and international studies.

The sales force is made keenly aware of the importance of customer relations. The 200-strong Customer Relations Department also monitors needs on a permanent basis. Finally, Renault pays very close attention to incidents that occur during the warranty period. These different initiatives designed to achieve progress have borne fruit. Every single indicator currently shows significant progress in terms of quality and reliability.

Customer focus, measurement of satisfaction and permanent improvement: three priorities that have enabled the Sales Organization in France to meet the ISO 9001 standard.

Renault is also a standard-setter and pioneer in road safety. With its long-standing and wide-ranging experience in this field, Renault is the only manufacturer to propose 12 vehicles that scored five stars in EuroNCAP tests. Every road safety policy aims to prevent accidents, correct human error and protect the occupants in the event of an accident.

The promotion of diversity has a direct bearing on customer satisfaction. Renault strives to satisfy all of its customers, irrespective of their specific needs in terms of mobility.

A positive effort has been made to introduce more women into our teams in order to better meet the needs of women drivers.

And with its Renault Tech entity, the Group has also become the leading European manufacturer of vehicles for the disabled. A broad range of models is on offer (Kangoo, Logan, Master or Trafic), along with driving and transfer aids. Kangoo TPMR is the first vehicle for limited-mobility drivers to obtain European homologation.

The Group is committed to communicating in a transparent and responsible manner.

All of Renault’s advertising projects are submitted to the authority that regulates professional advertising (ARPP – formerly the BVP). In 2009 the Group took part in drafting this authority’s new recommendation on sustainable development.

In 2008, the Group signed the Advertisers’ Charter of commitments to responsible communications, launched by the UDA advertisers union. Renault is committed to:

• applying its code of responsible communications to all external statements,
• encouraging responsible behavior amongst the audiences targeted by this communication,
• making fair use of private information about its customers (in line with the criteria dictated by the National Commission for Information Technology and Individual Freedom),
• including environmental impacts on its selection of communication media, and encouraging the dematerialization of certain paper materials.