Delivering added value products to society, which contribute to the well-being and improvement of people's quality of life is our commitment. Therefore, we constantly invest in reducing the environmental impacts of our production processes and increasing the useful life of our products, so that sustainability and innovation are attributes that are increasingly present in our brands and recognized by our clients and consumers - which are much diversified.
In the Madeira division, we serve industries from the furniture, civil construction and retail sectors. In the Deca division, we have a large customers base, ranging from home centers to small construction materials retailers, through construction companies, hotels and shopping malls, among other markets.
In addition, we have a wide range of influencers, such as architects, carpenters and hydraulic installers, who work directly with our products and have the important role of enhancing the quality, sustainability and innovation attributes of our brands to end consumers.
The loyalty of each of these audiences is part of our performance strategy. For this purpose, we constantly invest in actions and relationship channels, such as the Deca Design Space, located in the city of São Paulo, which presents to the public the news and launches of our portfolio and technically advises architects and clients in the development of their projects.
We also constantly promote sales promotion campaigns to support small and medium retailers and stores, and offer free courses and training in our industrial units for joinery and hydraulic installers, so that they can use our products in their professional daily with excellence.
In order to measure the satisfaction rate of each of our customers in relation to our products and services, we conduct annual research on the subject, conducted by an external and independent entity. The results are deeply analyzed and used in the improvement of our processes and strategies, in order to keep our customers and consumers more loyal.
In addition, seeking to be more and more agile in identifying the needs of our public, we are continually advancing the use of market intelligence tools that enable us to monitor the evolution of our customers' sales to final consumers and anticipate market trends.
OUR FUTURE VISION
With the popularization of digital communication tools, interaction with customers and consumers is becoming more agile and dynamic. Therefore, we seek to act even more closely to these audiences, being able to offer innovative solutions, not only with products, but also with services that meet their needs. We believe that by anticipating demands and creating solutions in a collaborative and collective manner, we will increase people's well-being and the recognition of our innovation and sustainability attributes.
To learn more about our performance with regard to the topic of Clients and Consumers Commitment, access the 2016 Annual Report.
Our commitments to the topic "Customers and Consumers Engagement" up to the year 2025 are:
- To develop 50% of the product portfolio using the co-creation model
- For 90% of carpenters, installers and electricians to be trained/qualified
- To be the favored brand of 60% of carpenters and 70% of plumbing installers and electricians
- For 20% of revenue from Wood Authorized Technical Assistance Posts to come from our services
- To be recognized by 90% of domestic market consumers for the attributes of sustainability and innovation
- To be recognized by 50% of foreign market consumers for the attributes of sustainability and innovation