Understanding the needs and potential of customers, with the purpose of offering customized products and solutions, in a relationship that privileges long-term and value-added relationships.
The process to evaluate customer satisfaction is based on a methodology that takes into account internal and external data. In our internal grievance system, we analyze information regarding logistics and quality, volume sold to preferred customers, uninterrupted relationship time and contract period. External data correspond to the result of the survey and other “spontaneous” statements of satisfaction, such as audits that customers themselves conduct in our operations and awards received. The survey is sent annually to preferred customers (that account for approximately 80% of our sales volume) and certain customers considered strategic. In the first quarter of the following year, we analyze data from the previous year to calculate the level of satisfaction obtained.