Celebrating 10 Years at BM&FBOVESPA

RENNER Customers G4-PR5 The enchantment permeates the Lojas Renner's culture and is an inseparable value of its performance. In order to measure the customers satisfaction level reached on the daily operations, Renner has, for 20 years, an Enchantmeter available at the doors of its stores - a pioneering initiative in Brazil, now reproduced by companies from different retail sectors. This tool is already part of the customers' shopping routine, who, at the end of their shopping experience, are able to choose between Very Satisfied, Satisfied or Unsatisfied. In 2015, 20.5 million customers' opinions were collected through Enchantmeters (devices that measure customer satisfaction at the doors of Renner stores), with 97% being very satisfied or satisfied. The Company is also present and hopes to enchant in several different channels that go beyond the physical stores, reaching customers and potential customers wherever they are. It offers an open space for dialogue and assistance where Renner, Camicado and Youcom deal with questions, suggestions, complaints and dissatisfactions. OBJECTIVES OF THE RELATIONSHIP CHANNELS WITH CUSTOMERS Enchantment Stories Program MUITO ATISFEITO COMO VOCÊ SE SENTIU EM NOSSA LOJA? SATISFEITO INSATISFEITO CUSTOMER SATISFACTION LEVELS COLLECTED THROUGH ENCHANTMETERS 3.22% 2015 65.63% 31.15% Very Satisfied Satisfied Unsatisfied INFORM CUSTOMERS ABOUT THE BUSINESS, PRODUCTS AND TRENDS Through Renner's, Camicado's, Youcom's and Realize's websites, advertising, direct marketing, public relations, relationship with the press, sponsorships and cultural and fashion events and social networks. Presence on social networks RENNER CAMICADO YOUCOM Facebook Instagram Pinterest 7.290.480 likes 1.704.878 followers 9.088 followers 577.000 likes 58.800 followers 1.900 followers 557.397 likes 40.424 followers Twitter 81.755 followers 8.203 followers 768 followers BLOG 200.559 hits/month 5.000 hits/month 12.698 hits/month Snapchat 270.360 views 926 views Development of the e-commerce websites Improving the customer experience and new opportunities for navigation and interaction. Fashion and style: today, it is possible to show the customer different products for each region, segmented according to the weather, daily routine and customer preferences. Communication: in addition to social network buttons highlighted on the bottom of the pages, the stores websites also have multi-click banners that quickly re-direct the customers to their product of interest. Easy exchange: Renner's customers can buy on the website and exchange the product in any physical store. Mobility: In addition to be able to buy from their computers, Renner's and Youcom's customers can also buy through a useful and practical mobile platform accessible by smartphones and tablets. An Enchantment Stories Program is done internally in Renner's stores, which recognizes and rewards employees' and teams that have the best enchantment stories. In 2015, 24,975 stories were written by Renner's employees, which awarded the 156 best with R$ 400.00 each and the best of the year with R$ 5,000.00. The store with the higher numbers of stories written (in proportion to its number of employees) was also rewarded with a prize of R$ 2,000.00 for the team's annual get- together, plus a Charming Store trophy. On average, 2,270 stories were sent per month. LISTEN TO CUSTOMERS AND ESTABLISH A DIALOGUE THAT EXCEEDS THEIR EXPECTATIONS AND ENCHANTS THEM Through the Enchantmeter and many communication channels offered to customers: ONLINE CHAT through corporate website FACEBOOK CONTACT US through telephone and corporate website contact us with response within 72 hours by email Renner, Camicado and Youcom offer the above tools to their stakeholders in a personalized way Reclame AQUI website with an exclusive interface and direct contact to the relevant department 73 capital

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