Sustainability Report 2024
43
Social
Our approach is focused on understanding, anticipating and effectively responding to the needs and expectations of our customers. To achieve this, we conduct regular satisfaction assessments, use direct feedback metrics and integrate suggestions into continuous improvement processes. The customer support team receives ongoing training, promoting empathy, technical rigor and a problem- solving mindset. We believe that clarity in communication is essential for customers to make informed decisions. Therefore, we ensure that all information provided - whether on websites, campaigns, contracts, or labels - is complete, accurate and understandable. We continuously monitor advertising and informational content to avoid omissions, exaggerations or misleading practices. We are mindful of greenwashing and completely avoid any form of unsubstantiated or unverified communication. Todas as nossas iniciativas de marketing são guiadas por princípios de ética comercial, respeitando os direitos dos consumidores e a legislação aplicável.
Through this integrated approach, AODACi strengthens its position daily as a trusted partner for its clients, ensuring that the experience with our products is safe, positive, ethical and sustainable. This way, we achieved a satisfaction score of 4.26 out of 5 - a reflection of our clients’ trust and appreciation.
All our marketing initiatives are guided by principles of business ethics, respecting consumer rights and applicable legislation. We reject aggressive, misleading, or manipulative practices, favouring communication based on truth, mutual respect and trust. We value transparency and the reliability of information, as demonstrated by the independent verification of our Carbon Footprint indicators and the Sustainability Ratio of our products, conducted by Bureau Veritas. In 2024, no incidents of non-compliance were reported in marketing campaigns, nor with regulations that could result in fines or warnings related to consumer health and safety impacts.
Monitoring of Customer Registration and Activation Monitoring of Customer Credit Issuance Response Time
0,6 days
3 days
Complained Orders vs. Total Orders
0,2%
Delayed Orders vs. Total Orders
4,9%
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