Sustainability Report 2021 Vivara

Our Community' pillar shows how we relate to customers, employees, suppliers, investors, and the surrounding community 5 8 GOOD HEALTH AND WELL-BEING QUALITY EDUCATION GENDER EQUALITY DECENT WORK AND ECONOMIC GROWTH 10 REDUCED 11 INEQUALITIES SUSTAINABLE CITIES AND COMMUNITIES ::: 12 RESPONSIBLE CONSUMPTION AND PRODUCTION 16 PEACE, JUSTICE AND STRONG INSTITUTIONS Customers Our mission is to fascinate our customers with service excellence and offer them the best buying experience. We have an omni- channel sales platform that offers a versa- tile and flexible shopping experience. Our model gives us the flexibility and ca- pacity to adapt to diverse markets and target customers. The strategy follows the customer centric concept, where all initia- tives and actions aim at satisfying our cus- tomers by identifying their needs. This allowed us to achieve a Net Promoter Score (NPS) of 93 in 2021, according to the evaluation made by our customers, three points higher than that of the previous year. Even with a high level of excellence indicator, our focus is to carry out analyses to identify what we can still improve in the customer experience, reviewing internal processes and policies. Through CRM2, we had better interaction with each customer according to their in- terests, seeking to broaden contact and make it multichannel as a tool to improve NPS. We offered customized services to our customers through experienced and constantly trained teams. We believe that this customized service, which we call "assisted sales", leads to greater custom- er loyalty, making the buying experience pleasant and unique. Approximately 32% of our customers are recurring custom- ers that make more than one purchase from us annually (see more information in Omnichannel). Customer loyalty is also boosted through benefits, such as the bonus program that converts 10% of each purchase into a dis- count for a future purchase, as long as it does not exceed half of the new invested amount. The initiative, explained to benefi- ciaries via SMS, includes a survey for each customer to assess their buying experi- ence. On average, for every R$1 sold ini- tially, other R$5 is raised through this bo- nus, which is very positive for both sides. According to an evaluation made by our customers, in 2021 we achieved a Net Promoter Score (NPS) of 93, three points higher than the score of the previous year Our community Bruna - Marketing 2. Customer Relationship Management: customer relationship management process. SUSTAINABILITY REPORT 2021 VIVARA 41

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