SUSTAINABILITY REPORT 2021
SUSTAINABILITY REPORT 2021
Portobello
BUILDERS
A dedicated team, with more than 100 professionals, is responsible for serving the
more than 1,200 construction companies that made up our client base in 2021. Those
professionals accompany the entire project, from the specification phase to the works'
conclusion. In the year, sales for this group exceeded 8.3 million m² (89.3 million ft²).
MULTI-BRAND STORES
The more than 700 points of sale throughout Brazil, including small stores and home
centers, make Portobello and Pointer ceramics reach several thousands of consumers.
Sales reached 8.3 million m² (89.3 million ft²).
INTERNATIONAL CUSTOMERS
Products for the foreign market serve distributors, representatives, construction companies
and stores in more than 60 countries. The main destinations are Canada, USA, Mexico,
Peru, Bolivia, Paraguay, Argentina, Uruguay, Sweden, United Kingdom, Belgium, South
Africa, Australia, United Arab Emirates and China - 5.9 million m2 (63.5 million ft2) were
exported in 2021.
SATISFACTION
The last satisfaction survey carried out with 594 end customers and architecture and
design professionals showed a satisfaction rate of 69 in December 2021, the same
indicator recorded in January 2021. In the year, the average was 64.5, classified as
Very Good. This consultation takes place monthly.
NPS Score Evolution
80
71
69
69
69
67
65
65
64
61
62
63
58
54
60
40
40
20
Portobello, in partnership with the National Association of Ceramic Tiles
Manufacturers (Anfacer), has developed a primer for customers, providing a
step-by-step guide to recycling waste from ceramic tiles. The publication explains
how to dispose of materials after the completion of residential works, according
to the class.
Class A: Reusable or recyclable waste, such as ceramic materials, mortar
and concrete.
Class B: Recyclable waste for other destinations, such as: plastics, paper,
cardboard, metals, glass, wood and plaster.
Class C: Waste for which no viable technologies or applications have been
developed that allow recycling or recovery.
Class D: Hazardous waste arising from the construction process.
0
JAN FEB MAR
21
21
21
APR MAY JUN
21 21
21
JUL
21
AUG
21
SEP OCT NOV DEC JAN
21
21
21 21 22
For three consecutive years, Portobello has received the RA 1000 seal from the website
Reclame Aqui (Complain Here). This recognition is based on consumer assessments
made on the portal, and highlights companies that demonstrate commitment to after-
sales and generate a high degree of customer confidence in the brand and its products.
MESSAGE FROM THE CHAIRMAN
PORTOBELLO
STRATEGY
GOVERNANCE
THE REPORT
SUSTAINABILITY AT PORTOBELLO
SOCIAL
ENVIRONMENTAL
ECONOMIC
GRI CONTENT INDEX
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