Claims systems, complaints received and resolution
At Cosentino we adapt to the needs of our customers. In order to meet their needs and expectations and offer the best service, we have a Customer Quality team made up of 21 technicians who cover the different markets (North America, APAC, LATAM, Europe, Iberia, ROW) and provide technical support in the resolution of incidents, as well as in the development and installation of our products.
E-consulting grew significantly in 2020, helping us to provide our customers with technical solutions more quickly and without having to wait for a face-to-face visit. The monitoring of ongoing commercial projects was also intensified, with a total of 748 projects visited.
For the analysis and management of Quality incidents, the Quality department is supported by the Quality Credit Management team.
As a result of the analysis of these claims, we have successfully identified the root cause of the defects in our products and continue to improve our manufacturing process, always aimed at offering the best quality our customers demand.
Approximately 16,934 complaints were registered in 2020 and resolved as follows: