Integrated Report 2020
Braskem
INTEGRATED
REPORT 2020
CAPITAL PERFORMANCE
53
A MESSAGE FROM THE BUSINESS LEADER
BRASKEM
STRATEGIC PLANNING
ABOUT THE REPORT
CREDITS
3 >
Customer Chain
Aiming to map and improve our Clients' overall ex-
perience with us, Braskem started measuring CSAT
(Customer Satisfaction Score) weekly to monitor satis-
faction and identify opportunities for improving service
quickly and effectively. Weekly CSAT follow-up was im-
plemented in the second half of 2020 for all businesses
in Brazil, complementing the biannual NPS (Net Promo-
ter Score) survey. NPS has been in place since 2017, and
its findings led to more than 20 improvement actions
over the course of 2020.
84%
CSAT indicator measures satisfaction
with customer service on a weekly
basis, in addition to the biannual NPS
measurement
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31
Reputation Management
Our annual global reputation survey introduced in 2010
monitors how Braskem is perceived by its key audienc-
es. We use the RepTrakⓇ methodology, created by The
RepTrak Company, to analyze stakeholder perception
under emotional aspects (Pulse®) - degree of esteem,
admiration, empathy and trust - and also as rational
indicators in seven dimensions: Products and Services,
Innovation, Work Environment, Governance, Citizen-
ship, Leadership and Performance.
In 2020, Braskem's global PulseⓇ score ranged be-
tween 60 and 69 points, with the largest global
advance in history in the evaluation by participants.
Considering the seven dimensions, governance is still
the most relevant for companies in general, as well as
for Braskem.
Under strict observance of Brazilian Data Protection
law LGPD, the survey heard 7,350 people worldwide in
a great effort carried out by several internal areas of
Braskem to glean the perceptions of our diverse audi-
ences, both in relation to Braskem and regarding topics
considered essential to our business, such as Circular
Economy, ESG and Innovation.
13%
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