If a manufacturer’s SAFE Score falls below the required threshold of 675, NAECE has protocols in place to address the situation while ensuring fairness and an opportunity for improvement. Here’s what happens:

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1. Immediate Notification

Action Taken:

• NAECE will notify the manufacturer promptly about the score drop.
• A detailed report outlining the factors contributing to the decline (e.g., high warranty claims, unresolved complaints) will be provided.
• The notification will include actionable recommendations for improvement.

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2. Probation Period

Duration: Manufacturers will be placed on a probationary period (e.g., 60-90 days) to allow time to address the underlying issues and improve their SAFE Score. Requirements During Probation:

• Submit a corrective action plan to NAECE, detailing steps being taken to resolve issues and improve performance.
• Regular progress updates and evidence of corrective actions may be requested.

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3. Support and Resources

NAECE Assistance:

• During the probation period, NAECE may offer guidance, resources, or best practices to help manufacturers improve their performance.
• Access to workshops, case studies, or consultations to address common problem areas (e.g., complaint handling or warranty management).

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4. Loss of Program Participation (If No Improvement)

Outcome if SAFE Score Remains Below 675:

• If the score is not improved within the probationary period, the manufacturer’s participation in the SAFE Program will be suspended.
• The manufacturer will be removed from active listings and lose associated benefits (e.g., certification, program recognition).
• Re-enrollment will require demonstrating improvements and meeting the minimum SAFE Score threshold.

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Reinstatement Process

Manufacturers whose participation is suspended may reapply once they can demonstrate sustained improvements in their SAFE Score. Steps for Reinstatement:

• Address the specific issues contributing to the score drop (e.g., unresolved complaints, poor warranty handling).
• Request a reevaluation from NAECE and provide supporting documentation or evidence of corrective actions.

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Why These Measures Are in Place

The SAFE Program aims to uphold high standards for after-sales service and customer care. By offering support and a clear pathway for improvement, the program ensures manufacturers can recover and continue delivering value to customers while maintaining program integrity.