Ferrari
ESRS disclosure: ESRS S4 \ DR S4-4
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- Provide a detailed account of the actions that are currently being taken, planned, or underway to prevent, mitigate, or remediate material negative impacts on consumers and end-users. Include approaches to managing material risks and pursuing material opportunities related to consumers and end-users, and assess the effectiveness of these actions.
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Question Id: S4-4_01
Ferrari is devoted to the highest level of client satisfaction, promoting knowledge of products and fostering long-term relationships. Actions include structured methods to engage with clients, exclusive events, and client satisfaction surveys. Specific KPIs are monitored by the Marketing Intelligence department, which reports to the Chief Marketing and Commercial Officer. Surveys are conducted for each car launch and collected for every new model. Service satisfaction is evaluated through Customer Satisfaction Index (CSI) and Ferrari Relationship Index (FRI). These actions aim to evaluate client satisfaction and improve services based on feedback.
Report Date: 4Q2024Relevance: 65%
- Has the undertaking taken action to provide or enable remedy concerning an actual material impact on consumers and end-users? Describe whether and how such actions have been implemented, including the effectiveness of these measures.
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Question Id: S4-4_02
Ferrari has established a Customer Contact Service for clients to directly raise concerns or requests. This service is centralized at the Group level, except for specific regions. All client complaints are addressed and available for consulting through a dynamic dashboard. An integrated system tracks all contacts with clients, managing inquiries and sharing results of satisfaction analysis. A customer service satisfaction survey was conducted to ensure clients are aware of and trust the Customer Contact Service. The survey evaluates client awareness and verifies service accuracy.
Report Date: 4Q2024Relevance: 65%
- Provide a detailed account of any supplementary actions or initiatives your organization has implemented, specifically aimed at enhancing social outcomes for consumers and end-users, as part of your strategy to address material impacts, manage associated risks, and capitalize on opportunities related to consumers and end-users. Include an evaluation of the effectiveness of these actions.
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Question Id: S4-4_03
Ferrari developed the MyFerrari App to enhance client connection with the brand through tailored content distribution. This app is part of efforts to improve the overall client experience. Additionally, Ferrari conducts main client events to evaluate client satisfaction using digital tools. The results are shared with relevant departments to enhance client engagement. These actions aim to improve social outcomes by fostering stronger relationships with clients.
Report Date: 4Q2024Relevance: 80%
- Provide a detailed account of the methods employed to track and assess the effectiveness of actions and initiatives aimed at delivering intended outcomes for consumers and end-users, in accordance with Disclosure Requirement S4-4 concerning material impacts on consumers and end-users, as well as the management of related risks and opportunities.
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Question Id: S4-4_04
Ferrari uses structured processes to assess client satisfaction covering products, services, and events. Specific KPIs are monitored by the Marketing Intelligence department. Surveys are conducted for each car launch and collected for every new model. Service satisfaction is evaluated through Customer Satisfaction Index (CSI) and Ferrari Relationship Index (FRI). These indices help evaluate client satisfaction with sales and after-sales services, ensuring continuous improvement.
Report Date: 4Q2024Relevance: 85%
- Provide a detailed description of the processes your organization employs to identify necessary and appropriate actions in response to actual or potential material negative impacts on consumers and end-users. This should include the methodologies used to assess and manage these impacts, as well as the effectiveness of the actions taken.
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Question Id: S4-4_05
Ferrari's integrated quality, safety, and environment policy aims to continuously improve products and processes. The policy includes reducing vehicle safety risks and managing regulatory compliance. The company collaborates with strategic partners and supply chains to meet stakeholder expectations. Regular updates and control over cars and production processes ensure compliance with regulations. The effectiveness of these actions is monitored through strategic planning and quality management systems.
Report Date: 4Q2024Relevance: 60%
- Provide a detailed description of your company's approach to addressing specific material negative impacts on consumers and end-users. Include any actions taken concerning your practices in product design, marketing, or sales. Additionally, indicate whether broader industry collaboration or joint efforts with other relevant parties are necessary.
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Question Id: S4-4_06
Ferrari ensures vehicle safety through passive and active safety systems, including Advanced Driver Assistance Systems (ADAS). The company continuously monitors and verifies the functionality of these systems. New sensor technology is being developed to improve performance and safety. Ferrari collaborates with relevant authorities for vehicle approval and conducts extensive research and development. These efforts aim to enhance safety and performance, addressing potential negative impacts on consumers.
Report Date: 4Q2024Relevance: 65%
- How does the undertaking ensure that processes to provide or enable remedy in the event of material negative impacts on consumers and end-users are available and effective in their implementation and outcomes?
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Question Id: S4-4_07
Ferrari's Customer Contact Service allows clients to directly raise concerns or requests. The service is centralized, and all client complaints are addressed and available for consulting through a dynamic dashboard. An integrated system tracks all contacts with clients, managing inquiries and sharing satisfaction analysis results. A customer service satisfaction survey ensures clients are aware of and trust the Customer Contact Service, evaluating client awareness and service accuracy.
Report Date: 4Q2024Relevance: 85%
- Provide a comprehensive description of the actions planned or currently underway to mitigate material risks arising from your company's impacts and dependencies on consumers and end-users. Additionally, detail the methods employed to track the effectiveness of these actions in practice.
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Question Id: S4-4_08
Ferrari's Code of Conduct emphasizes transparency and fairness in communication to avoid harmful misuse of products. The company ensures access to accurate product-related information and has actions in place to ensure quality and fairness of information. Specific KPIs are set and monitored monthly. Dealers are trained to deliver consistent market-leading standards. These actions aim to mitigate risks related to consumer satisfaction and information accuracy.
Report Date: 4Q2024Relevance: 70%
- Provide a detailed description of the actions currently planned or underway to pursue material opportunities concerning consumers and end-users, as required under Disclosure Requirement S4-4. Include an assessment of the effectiveness of these actions in managing material risks and impacts on consumers and end-users.
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Question Id: S4-4_09
Ferrari prioritizes data protection and privacy, complying with global regulations like GDPR. The company processes client data with confidentiality and has adopted policies on Privacy and Data Protection. The effectiveness of these actions is monitored through the correct adoption of policies and KPIs on data breaches. These efforts aim to manage risks related to data privacy and capitalize on opportunities to enhance consumer trust.
Report Date: 4Q2024Relevance: 65%
- Does the undertaking disclose whether and how it ensures that its own practices do not cause or contribute to material negative impacts on consumers and end-users, particularly in relation to marketing, sales, and data use? Additionally, does the undertaking provide information on the approach taken when tensions arise between preventing or mitigating such impacts and other business pressures?
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Question Id: S4-4_10
Ferrari ensures data processing is safe and transparent, protecting personal data according to the Code of Conduct. The company has adopted specific policies on Privacy and Data Protection. The management of personal data is ensured by actions with respect to the recipients of the policies. Ferrari fosters an effective response to privacy requests, assessing the appropriateness of actions implemented. These measures aim to prevent material negative impacts related to data use.
Report Date: 4Q2024Relevance: 65%