Investor Presentaiton
Customer focus
GRI 3-3 Material topic - Relationship with customers
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Customer focus is one of the supporting pillars of
our culture. Our purpose is to be the best option
for customers in the free energy market, offering
resilient, competitive and responsible solutions.
We seek to always foster productive, ethical and healthy
relationships. Therefore, we develop customized
solutions, which are co-created with our customers to
meet their needs. Our daily mission is to deliver, on a
24/7 basis, distinguished solutions that are clean
and accelerate our customers' decarbonization.
Aligned with our 2030 ESG Commitments, we want
to contribute, through the generation of renewable
energy, so that our customers can prevent the
emission of 582,000 tCO2e per year, as from 2025.
We conduct several initiatives to engage these
stakeholders, including events, webinars and on-line
communication actions to address energy market-
related matters, and seek continuous improvement
based on the feedback we receive. Standardization
of contract drafts, relaxation of commercial
conditions and improvement in the portfolio of
products we provide to the market are some
the customer contributions we transformed into
internal improvements.
We have developed a Tactical Plan to enhance our
products and services, in accordance with ideas and
suggestions shared with customers. This plan brings
together all our commercial initiatives - a good
portion of which focused on enhancing customer
experience and satisfaction.
Our efforts to provide even better services to our
customers have significantly increased the level of
confidence they have in our solutions. In 2022, our
Net Promoter Score (NPS) was at 95 points, up from
77 points in 2021, according to a survey carried out by
AES Corporation with Brazilian customers (or versus
75 points in 2021, according to a survey conducted by
AES Brasil). NPS is the most acknowledged metric to
quantify customer satisfaction.
Some Tactical Plan highlights
■ Structuring the trade of carbon credit;
■ Marketing campaign focused on building AES
Brasil's brand awareness among potential retail
customers in the Northeast region;
■Market Minute Project (Projeto Minuto Mercado),
which updates our commercial team employees
on the energy industry and our market positioning
on a quarterly basis;
■Development of a new business model
for Self-Production.
This statistically-significant improvement is a direct
result of our dedication and the commitment of
our employees to develop an honest and open
relationship with our customers. The evolution of our
NPS results also reflects our commitment to tracking
the effectiveness of our initiatives on a yearly basis
and promoting improvements based on its outcomes.
2022 Integrated Sustainability Report > Competitiveness
aes BrasilView entire presentation