2014 Financial and Corporate Responsibility Report
Product responsibility
Indicador
Content
2013 Mexico
2013 CAM
2014 Mexico
PR4
Total number of
Total labeling/ information
instances
153
100 cases handled/resolved by CAM
during 2013 Compliance.
214
incidents of
non-compliance with
regulations and
voluntary codes
and service
information and
Fine or sanction
37
No significant fines were reported in the
period (fines over $1.2 mp are
considered significant).
70
concerning product
Warning
0
No
0
labeling, by type of
outcomes
PR5
Results of surveys
measuring customer
satisfaction
Non-compliance with
voluntary codes
Non-compliance processes
by the authoritie
Private label cases
Others
Results or key conclusions of
customer satisfaction surveys
о
153
In 2 cases Profeco put a freeze on
merchandise in the store. Legal
answered the authority, stating that the
inspector's observations were incorrect
as these were unique ingredients.
Corporate Quality performs random
inspections of private label textile labels
located at DCs. 315 products were
rejected this year due to non-
compliance with labeling NOM.
95% (with reference to the level of
satisfaction regading complaints lodged)
1,661 satisfaction surveys conducted.
Several within each catered event.
Customer satisfaction is measured
monthly via Store Track. Satisfaction
Index 84%.
No
0
2014 CAM
• Two non-compliance events were found
in ES, regarding labeling of imported
•
groceries that did not show information
in spanish. Resulting fine: $96,930.
Eight non-compliance findings regarding
nutritional labeling and wrong Health
Registrations for import goods resulting
in written warnings.
More than 1,000 labeling queries solved
by regional Operations to guarantee
compliance and/or minimize legal risks.
150 product inconsistency events
internally solved via recalls,
implementation of label correction of
error measures, and recommendations
given to involved areas.
• 995 associates, trained on labeling
matters (consumer protection).
•
30
214
10
8
Corporate Quality performs random
inspections of private label textile labels
located at DCs. 302 products were
rejected this year due to non-compliance
with labeling NOM.
86% (with reference to the level of
satisfaction regading complaints lodged)
2,757 satisfaction surveys conducted.
Customer satisfaction is measured
monthly via Store Track. Satisfaction
Index - 85%.
Customer communication
channels, formal grievance
mechanism
Customer Service Call Center (CAT)
Call center for customer information,
comments and suggestions.
• The complaint is channeled to the
corresponding area.
• Maximum response time: 48 hours
(Supercenter 24 horas).
The phone operator follows up until
the instance is closed.
Scaling system for specific situations.
Customer Service Call Center (SAC)
Call center for customer information,
comments and suggestions.
Customer Service Call Center (CAT)
Call center for customer information,
comments and suggestions.
• The complaint is channeled to the
corresponding area.
• Maximum response time: 48 hours
(SC 24 hours).
• The phone operator follows up until
the instance is closed.
Scaling system for specific situations.
Customer Service Call Center (SAC)
Call center for customer information,
comments and suggestions.
CAT total calls
% answers
Total complaints
% complaints
% complaint response at or
under 48 hours
% response to complaints
2014 Financial and
Corporate Responsibility Report
371,226
255,470
88
NA
17,579
17,093
4.7
6.7
77
NA
100
310,498
273,507
90
15,958
NA
17,311
555
5.1
6.3
NA
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