The 8th edition of the Fnac Darty After-Sales Service (SAV) Barometer, a benchmark tool for both industry professionals and consumers, is expanding this year by revealing for the first time the symptoms of failures across 100 product categories. This is made possible through the analysis of over one million breakdowns reported by Darty Max customers and subscribers.
Symptoms of malfunctions
Analyzing the causes of failures allows for deeper prevention of malfunctions and helps extend the lifespan of devices:
- The top 5 reported symptoms account for nearly 50% of observed breakdowns;
- More than 1 in 2 repairs are carried out without replacing any parts, highlighting the value of preventive maintenance;
- This data benefits manufacturers by helping them improve quality, technicians by assisting in their training, and consumers in their use of the products.
Durability Score
The Fnac Darty Durability Score stands out as the most relevant source for assessing the repairability and longevity of devices:
- Product families with higher durability scores have an average age of 7 years and 3 months at the time of repair, compared to 3 years and 9 months for less durable ones;
- There is partial correlation with public indices, varying by category;
- The durability score is the only indicator that covers all product categories.
The After-Sales Service Barometer is a decision-making tool that enables the general public to assess the repairability and reliability of products from over 150 brands before purchasing, summarized through a durability score.
A New Service and Advisory Offering
Fnac Darty will soon launch a range of services and advice for manufacturers. The aim is to give them access to sustainability data that has been consolidated by the group for nearly 20 years, and is already used to select the products offered in Fnac Darty stores.
