As we focus on improving loyalty, we need to focus on delivering an exceptional customer experience. That's why a new section has been introduced in the Aftersales White Book, dedicated to the Aftersales Customer Experience.

This section delivers a comprehensive and structured overview of the Aftersales service quality pillars, encompassing the survey framework, KPI definitions, the recovery process, and detailed guidance on effectively managing customer satisfaction activities through the FOCUS platform. In addition, the section explains the evolution from the traditional Net Promoter Score (NPS) approach to the new Stellar Experience Index (SXI), highlighting the customer experience pillars that contribute to the overall performance evaluation. Specific focus is given to essential Aftersales activities such as Transport Assistance management, Follow-up processes, Fixed Right First Time, and the handling of Hot Alerts and Recovery Plans, all of which play a critical role in improving customer retention and strengthening customer loyalty.

The section also provides practical guidance on the use of the FOCUS platform, including how to access dashboards, monitor customer feedback, manage recovery actions, and track customer satisfaction activities in a structured and proactive manner. Overall, this content is intended to support a consistent customer-centric approach across the Aftersales network, ensuring high service standards and continuous improvement of the customer experience.