At NAECE, we believe that exceptional after-sales service is a cornerstone of customer satisfaction and business success. To ensure that manufacturers are held to the highest standards in this critical area, we proudly introduce the SAFE Rating System, which stands for Service Assurance and Feedback Evaluation.

What is the SAFE Rating System?

The SAFE Rating System is a comprehensive framework designed to assess and rank manufacturers based on their after-sales service quality. By focusing on Service Assurance—the reliability and effectiveness of support—and Feedback Evaluation—the voice of the customer—it provides a balanced, data-driven evaluation that promotes excellence in service delivery.

Key Components of the SAFE Framework

The SAFE system evaluates manufacturers across several key dimensions that impact the customer experience and reflect the quality of after-sales service:

• Product Insurance: Evaluates the reliability and comprehensiveness of insurance options provided to customers.
• Warranty Policy: Assesses the fairness, clarity, and accessibility of warranty terms.
• Customer Feedback: Captures customer ratings to understand overall satisfaction with products and services.
• Complaint Resolution: Measures responsiveness and effectiveness in addressing customer concerns.
• Service Accessibility: Examines the availability and convenience of service centers and support options.
• Warranty Claims Management: Reviews the frequency, efficiency, and outcomes of warranty claims to gauge product reliability and service performance.

Dynamic Weight Adjustment

A standout feature of the SAFE system is its ability to dynamically adjust category weights in response to specific issues. For example, when there is an excessive number of warranty claims, the weight of this category increases, ensuring the evaluation prioritizes critical concerns. The remaining categories are proportionally adjusted to maintain balance while still emphasizing pressing areas.

Why the SAFE Rating System Matters

The SAFE Rating System offers distinct benefits for all stakeholders:

• For Manufacturers: Identifies opportunities for improvement, supports better service delivery, and highlights strengths in after-sales support.
• For Consumers: Provides clear, unbiased insights to help customers make informed purchasing decisions.
• For the Industry: Raises the bar for after-sales service excellence, fostering trust, innovation, and customer loyalty.

Our Commitment

The NAECE SAFE Rating System reflects our unwavering commitment to improving after-sales service across North America. By focusing on Service Assurance and Feedback Evaluation, we aim to create a fair, transparent, and reliable standard for manufacturers, ensuring that customers receive the support they deserve.

What Happens if a Manufacturer’s SAFE Score Drops Below 675?

About the SAFE Score

The SAFE Rating System (Service Assurance and Feedback Evaluation) reflects the experiences and feedback of NAECE system members. Scores are calculated based on documented interactions, such as warranty expedience, customer satisfaction, and inquiry handling. These scores are specific to our member ecosystem and may not represent broader market conditions or experiences.

Limitations of the SAFE Score

• SAFE scores are derived exclusively from feedback and data collected from NAECE system members. Non-members may have differing experiences that are not captured within this framework.
• Scores are intended to serve as an informational tool for transparency and continuous improvement within our ecosystem and should not be construed as guarantees or endorsements by NAECE.
• NAECE assumes no liability for decisions made based on SAFE scores.

Accuracy and Appeals

While we strive for accuracy, scores may be subject to error or incomplete data. Members or entities can request a review or dispute their SAFE score by submitting a formal request via our dispute resolution process.

Privacy

SAFE scores are based on anonymized, aggregated feedback from NAECE system members. No personally identifiable information (PII) or proprietary business data is disclosed.

Intellectual Property

The SAFE Rating System, including its methodology and criteria, is the intellectual property of NAECE. Unauthorized use, reproduction, or distribution is prohibited.

Terms of Use

By accessing or using SAFE scores, you acknowledge and agree to these terms. For further information, contact us at service@naece.org.