Does the undertaking disclose the process for setting targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities, including whether and how it engaged directly with consumers and/or end-users, their legitimate representatives, or credible proxies with insight into their situation? Additionally, are third-party mechanisms accessible to all consumers and/or end-users who may be potentially or actually materially impacted by the undertaking, or to individuals or organizations acting on their behalf or who are otherwise in a position to be aware of negative impacts, through which they can raise complaints or concerns related to the undertaking's activities? Please specify whether these mechanisms include those operated by the government, NGOs, industry associations, and other collaborative initiatives.

Question

Accepted Answer

We have put in place different structured methods to directly engage with them, from exclusive events and initiatives to dedicated client satisfaction surveys. We have also built a structured process to assess the overall client satisfaction covering the product, the services provided, the events we organize, and the overall client experience with the car. Specific KPIs are constantly monitored and analyzed by the Marketing Intelligence department, the function that has operational responsibility for ensuring that the engagement happens. The Marketing Intelligence department reports to the Chief Marketing and Commercial Officer, the most senior role in charge of ensuring the results inform Ferrari approach. The KPIs are measured through bespoke surveys for each car launch and collected for every new model, from range vehicles to special and limited editions. A similar approach is adopted for evaluating the quality of service and satisfaction of our events.

Ferrari

ESRS disclosure: S4-3_10

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