Renault quality was recognized well before the Laguna launch in 2007. The compact models Modus, Clio and Twingo renewed at end-2004 have for three years been segment leaders on quality and reliability.

Renault today is pursuing its efforts to bring customers vehicles with increasingly enhanced quality and reliability, with the aim of placing each model top-three in its segment in key markets.

To make this happen, Renault launched a continuous progress policy, the Renault Excellence Plan (PER), based on six key components:

• Design robust vehicles
• Build compliant vehicles
• Increase reliability in all types of use and satisfy all Renault customers
• Ensure sales and after-sales quality
• Instill a culture of quality in the company
• Guarantee the quality of externally-worked parts in international sourcing

Inspired by the Renault Production System and launched in January 2006, the Renault Excellence Plan 4 (PER4) aimed to reach 80% of customers "very satisfied" at the end of December 2009. Achieved with 80.4% following a survey of 1,240,000 individual customers in 26 countries, this good result represents an increase of service quality Renault 8.6 points between January 2006 and August 2009.

Renault listened to customer comments and drew up a list of 100 items to be taken into account right from the design phase. 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. Also, cabin cooling now takes less time and has been optimized with the development of “soft and fast” dual-zone air conditioning.

 

Before launch, Mégane was put through numerous tests to achieve required Renault quality levels. The body and powertrain were put through their paces in rain and snow on sand, snow, mountain passes and poorly-surfaced roads. In all, 100 vehicles drove around-the-clock for three months, covering five million kilometers in three countries – for tried and trusted reliability!

 

The perceived quality on results, among other things, from the particular attention paid by Renault to ensuring seamless joins between body parts and assembling body sides using a new welding technique that does away with roof embellishers, reinforcing the general feel of quality and durability.

In its 2008 “Pannenstatistik” report published in May 2009, the leading German motoring organism, ADAC, ranked Renault Laguna in second place on reliability, tied with the Audi A4 and Mercedes C Class (results for models built in 2008). ADAC rated Modus and Clio “excellent” on reliability and off-road breakdowns and named Scénic the number-one MPV ahead of the Volkswagen Touran. These impressive results reflect Renault's commitment to product and service quality, a central company focus.

DEKRA released the “2009 DEKRA Faults Report” in December 2008. This report ranks vehicles with the fewest faults by mileage group. Renault Clio came first in its group (0 to 50,000 km) ahead of the Toyota Aygo and Mazda 2.

In South Korea, Renault Samsung Motors ranked number one in Marketing Insight’s customer satisfaction survey (the 2009 Automotive Syndicated Research) for the 8th straight year. This independent survey asks 91,129 customers what they think about five car brands. Renault Samsung Motors came out on top in overall satisfaction, initial quality, product appeal, and satisfaction with sales and after-sales.

• 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