05 October 2022

- Citroën has launched its new ‘Citroën Citizen Services®’ programme, bringing together a portfolio of services under a single label to offer responsible mobility.

- Initiative echoes Citroën’s Advanced Comfort® programme and extends Citroën's commitment to driver well-being.

- ‘Citroën Citizen Services®’ facilitates a more serene customer experience, and encourages respectful and responsible mobility, whether that’s in terms of how to maintain your vehicle, operate it, insure it, prepare for trips, and simplify charging it in the case of electric vehicles.

- The ‘Citroën Citizen Services®’ will be upgraded on a regular basis to improve the lives of all Citroën customers, and to promote recyclability and the use of recyclable parts.

Citroën has launched a new programme of innovative services, ‘Citroën Citizen Services®’, to help improve driver well-being and responsible mobility. A comprehensive service offer that gives drivers peace-of-mind on a daily basis, ‘Citroën Citizen Services®’ aims to facilitate a range of car ownership procedures, whilst promoting advice, responsibility, serenity and accessibility.

1. SERVICES THAT SUPPORT CITROËN CUSTOMERS AT EVERY STAGE OF THEIR VEHICLE'S LIFE

The new initiative follows previous support that Citroën has offered for customer care in the past, such as Citroën Advisor, a service launched in 2016, which allows customers to check a vehicle rating out of five stars before they buy, and to see reviews from real consumers. So far, more than 500,000 reviews have been posted by Citroën customers all over the world.

‘Citroën Citizen Services®’ brings together various levels of advice that Citroën has to offer customers:

- ADVISOR PRODUCT: As soon as they start searching on the internet, customers can consult reviews and ratings on all models in the Citroën range.

- ADVISOR POINT OF SALE: At the time of purchase, the customer can consult the opinions of the dealerships and salespeople to help choose the point of sale that best suits them.

- ADVISOR SERVICES: Finally, throughout the life of the vehicle, customers can consult the opinions of other Citroën customers about the workshops they have decided to use for their vehicle maintenance.

The new programme also continues to provide support through services that encourage safe driving. Customers can access optional insurance based on driving behaviour. Using high levels of connectivity in Citroën vehicles, data can be gathered directly from the vehicle concerning its performance and the way it is being driven. Citroën offers customers the option to subscribe to connected insurance, developed by Stellantis Insurance, whereby premiums can be reduced according to data received from the vehicle as it is driven. A signing-up discount of 10% is applied, and the owner keeps this discount for the duration of the contract.

Through careful and positive driving, customers also benefit from additional discounts calculated around three vehicle data indicators – acceleration, braking and speed. These are logged during trips and analysed each month to calculate a driving score which determines the additional discount they may receive on their premium for the following year.

Drivers can shop for their next Citroën with peace-of-mind thanks to reassuring services for travel and maintenance:

- MY CITROËN ASSIST: This allows you to call on Citroën's 24-hour assistance service at any time, and to be located by emergency services in the event of an emergency, such as the triggering of an airbag.

- ONLINE BOOKING: This makes it easy to book an appointment online at the workshop of your choice, directly from the My Citroën application.

- 24/7 SERVICE: This allows you to drop off and collect your vehicle at the time of your choice.

- PICK-UP & DELIVERY: A Citroën driver comes to the customer's home to pick up the vehicle and return it for maintenance.

- VIDEO CHECK: This service allows access to an explanatory video and a detailed estimate for customers who have left their car in the workshop in case of additional work.

- MAINTENANCE E-BOOK: Thanks to the My Citroën app, the customer benefits from a digital maintenance book. For example, they will be alerted when it is time for a service or can consult their vehicle's maintenance history.

- SERVICE ON WHEELS: A mobile workshop for maintenance at a place of the customer's choosing, deployed in some countries including India to complete the coverage of our network of workshops.

Drivers also benefit from accessibility to the maintenance of a vehicle whatever its age.

- EASY ACCESS TO ORIGINAL SPARE PARTS FROM END-OF-LIFE VEHICLES: This service will be possible thanks to the deployment of a dedicated website where customers will be able to search for and acquire the parts they need and have them delivered to their homes. This easy and economical solution will encourage owners to keep their vehicles in good condition by changing parts at a lower cost. The customer will be able to benefit from a purchase price up to 70% lower than the price of the new part and will contribute to the increase of the recycling rate by using second-hand parts. (New in 2022)

Laurent BARRIA, Citroën Marketing and Communications Director, said: “Citroën is already well known for its Advanced Comfort Programme®, which cares for customers through very high levels of comfort in their cars. Today, we are extending this sense of care to all the elements that facilitate the ownership and usage of combustion or electric vehicle.”

“As part of our ambition to make mobility more accessible, more responsible and more serene, ‘Citizen’ is Citroën's commitment to simplifying our customers' lives and increasing their sense of well-being, by gradually launching new dedicated experiences and further improving our existing services, in a committed approach that cares about their mobility footprint and being at their side at all times.”  

2. SERVICES DESIGNED FOR ELECTRIC MOBILITY

As a committed player in the energy transition, Citroën offers its customers a range of solutions that make it easy and stress-free for them to prepare for journeys, identify and pay at charging points, have occasional access to a combustion-powered vehicle, receive support when using Plug-in Hybrids and benefit from dedicated service contracts that promote recyclability.

Peace-of-mind thanks to services for the daily use of your electric vehicle.

- ACCESS TO PRIVATE AND PUBLIC CHARGING SERVICES via Free2Move eSolutions: An enhanced service supporting customers with the best solutions for their vehicle charging needs, both at home and on the move. The customer can thus be assisted in choosing and installing a wall-mounted charging unit at the location of their choice with dedicated financing offers. While on the road, by being connected to the Free2Move global mobility portal, which provides access to 260,000 charging stations in Europe, drivers can quickly see the available charging points and prices, and unlock the charging point on arrival using the eSolutions Charging App or an eSolutions RFID card.

- PREPARE YOUR JOURNEY (Trip Planner): An essential tool for getting where you want to go without stress, by using the My Citroën app to plan your journey. The app will show you the convenient charging stations along the route, as well as the estimated time of arrival based on the car’s current state of charge and the time needed for charging. Once you have decided on the best route option, you send it directly from the app to the connected My Citroën Drive Plus interface in your car, and you are ready to go.

The ability to meet specific occasional needs.

- OCCASIONAL LOAN OF A COMBUSTION VEHICLE: Owners of Citroën ë-C4 in France will be able to borrow a combustion engine vehicle free of charge for seven days out of the two-year warranty period, the equivalent of a three-day weekend per year, to facilitate their mobility when they need to use it more often, for example when they travel to an area with poor public charging facilities. This service will be deployed in Europe on all electric vehicles in the Citroën range in 2023. (New in 2022)

- Electric vehicle customers who sign up for the maintenance service contract will receive a free one-week loan per year for the duration of the contract. They can subscribe for an additional week at a later date.

Serenity and responsibility in its maintenance.

- SUSTAINABLE SERVICE CONTRACT: Citroën will offer customers of electric vehicles the option of a service contract that includes the use of recycled or remanufactured parts approved by the manufacturer, whenever possible. (New in 2022)

Optimisation in driving and using a Plug-in Hybrid model.

- PHEV PLUG-IN REMINDER: This helps customers to get the most out of their Plug-in Hybrid by prompting them to recharge their battery when they are not doing so sufficiently. The vehicle analyses usage and, if necessary, issues a notification on the central touchscreen after five days and ten trips without recharging.

- PHEV CONNECT: A service offered to business customers, free of charge for the first year, this enables fleet managers to reduce consumption and emissions by analysing users' usage and charging behaviour, to encourage and support them in making more efficient use of their Plug-in Hybrid vehicle.

- PHEV REWARD PROGRAM: This will allow each customer of a Plug-in Hybrid model to collect points each time they charge their vehicle. These points can be used to purchase free public recharging or train vouchers. (To be launched in 2023)