Customer Satisfaction - Annual Report 2022

How to read this report
‍

We are pleased to present KUO's sixth integrated annual report for the fiscal year 2022. The information contained in this report shows the results of Environmental, Social and Corporate Governance (ESG) impact management, in addition to the Company's relevant Financial, Operational and Sustainable results. Throughout the document you will appreciate the commitment to transparency and accountability to all stakeholders on material issues.
‍
In order to identify what content is referred to, at the beginning of each section, the reader will find the respective codes for the GRI standard (GRI 2-6, for instance) or SASB benchmark. The reader can also refer to the GRI or SASB index at the end of this report.

SATIS
FAC
CIÓN

del cliente

we maintain long-term relationships with our customers

Customer
Satisfaction

At KUO, we seek to maintain long-term relationships with our customers by offering innovative products that meet their needs, with high quality and at a fair price. In addition, we focus on providing excellent service.

We ensure that we manage our commercial relationships correctly by complying with the internal policies of each business related to labeling, communications, and marketing, which are also aligned with the regulations of Mexico and the countries where we export. This helps us to maintain our customers' and consumers' trust in our brands.

In addition, we maintain a culture of ethics and integrity, establishing commercial relationships in accordance with our Code of Conduct and ensuring that customers and consumers receive transparent information on prices, terms and conditions and other relevant information through various channels, such as telephone, social networks, website, institutional communication, and labels and packaging.

We focus on serving customers effectively. That is why we have feedback mechanisms so that they can communicate their complaints or comments about our products. We follow up immediately on all complaints received to ensure that they are properly addressed and resolved in a timely manner. We take your comments into account in order to develop marketing strategies, develop new campaigns and improve our products or services.

To ensure the peace of mind of our customers and other stakeholders, we protect your workforce's personal information as indicated in our data protection policy, which is aligned with the Federal Law for the Protection of Personal Data.

Zero cases of non- compliance related to marketing.

In 2022, none of our businesses reported any cases of non-compliance related to communications or marketing.

All our products have labels aligned with NOM-051-SCFI/SSA1-2010, for food and beverage labeling. Therefore, labels and packaging state SKU number or inventory identification number, product description, expiration date, preservation method, net weight, date and place of production, facility address, among other relevant information.

The labeling and packaging of our Synthetic Rubber products and derivatives have information about the content, their safe use, and procedures for their correct disposal.

In the case of the Polymers business, being a company that offers and handles various industrial petrochemical materials, all the information about our products is communicated and delivered to customers through various documents such as bill of lading, invoice, Bill of Landing, among others. The information includes the origin of the components, content, safe use, and disposal methods.

We comply with labeling requirements for our direct customers, which is evidenced by our packaging, including the necessary information about its origin and safe use. However, there may be instances where a customer repackages material, which it does in accordance with its own policies and procedures.

HOME

DOWNLOADS

CONTACT