48 49 PROMOTERS OF CHANGE 2022 Sustainability Report Quality reports Customer satisfaction is measured through various touchpoints which have been introduced over the years, crucial to understanding the needs of the market, assessing the perceived quality and receiving important feedback, establishing a relationship based on listening that does not end with the sale but which extends over time. Dialogue with customers and consumers, whether direct or indirect, allows us to learn about social and behavioural changes and to understand current trends, as well as to provide a more punctual service tailored to the needs of those who buy our products, in terms of quality, price and delivery time. The relationship with end consumers is managed through: • The technical support department, which collects reports and handles complaints or simple requests for information. • The website, which offers maximum support in the purchasing process, searches for information and prompt assistance to those who request it. • Corporate social media (Facebook, Instagram and Linkedin), which offer valuable content and provide answers to questions and reports through friendly and immediate interaction. In 2023, the Communication Plan will be supplemented with sustainability topics, an area where we have made a commitment to further raise awareness among our customers. • Even the packaging represents a way of communicating with the end consumer: each product is provided with a label which carries an identifying bar code, the description and production batch to ensure complete traceability, the way the product is used and disposed of, and any other useful information required by law. On more recently developed products, more space is dedicated to information related to sustainability topics, in order to disseminate content via the product related to environmental protection and to contribute to the awareness of the end consumer. This information is defined jointly by the marketing and communication, product development and quality departments in order to ensure its accuracy and to avoid greenwashing. B2B customer engagement activities are developed through: • Face-to-face meetings, which are essential for developing and maintaining strong relationships over time and to support customers through expert and specialised advice in co-designing sustainable and valuable solutions. Our sales force is committed to conveying the sustainability content of the product to business customers for integrated market action. • Agents, who are properly trained and who participate in company strategies, are the first to pick up customer feedback and market trends, providing us with valuable feedback. • Trade fairs, which have always been an important opportunity to make our business better known, share know-how and create business relationships. The complaint procedure differs according to the type of customer: complaints from B2C consumers are managed jointly by the Customer Service and Quality Assurance departments (analysis of the reason for the complaint, response to the consumer and replacement of the product where necessary). Complaints from B2B customers are handled in cooperation between the Sales Department and Quality Assurance (complaint analysis, problem management and seeking resolution with the customer). Customer returns are now reduced to a minimum and mostly limited to the return of unsold products at promotional events linked to annual events. 2022 2021 2020 Products assessed for health and safety impacts 100% 100% 100% 2022 2021 2020 Products assessed for compliance with information and labelling requirements 100% 100% 100% 2022 2021 2020 Number of instances of non-compliance with regulations concerning health and safety impacts of products and services with self-regulatory codes 7 19 23 on the printed product 1 3 5 on semi-finished/FP under acceptance 6 11 11 on packaging material 0 5 7 Number of instances of non-compliance with regulations regarding the information and labelling of products and services with self-regulatory codes 0 2 2 Number of instances of non-compliance regarding marketing communications, including advertising, promotion and sponsoring of products and services 0 0 0 complaints from end consumers -51% 2022 2021 2020 60 50 40 30 NUMBER OF COMPLAINTS FROM END CUSTOMERS 56 51 26
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