Stakeholder Engagement
Customer Relationship
Customer satisfaction is closely linked to the quality of the relationship that is established, and directly affects the image and strength of a brand. Achieving customer satisfaction through a delivered product and building a good relationship with them has a positive impact on their lives, providing well-being and economic gain to the owner and his neighbors.
Therefore, the speed and readiness of the customer relationship instruments are key. A dissatisfaction manifested by the customer, due to a product or a constructive pathology, is reported to the areas involved and action plans are activated so that the problems are solved.
Customer Portal and App
To increasingly improve the service and relationship with our customers, Even constantly invests in process improvements and in the digital journey at all stages of contact with the consumer.
Reinforcing this purpose, in 2022, we launched the new Customer Portal and App, with a clean and intuitive design, navigation with new menus, and a homepage adapted to the demands of the Even moment. All in an easy, fast, and smart way. Through the portal, the customer can experience the best Even experience long before moving. Having your needs met with excellence in all phases of the relationship with the company.
From financial management, such as issuing bank slips, advance payments, statements, and reports; following the photos and videos of the work, scheduling events, access announcements, and documents; and after receiving the keys, it is possible to request technical assistance, accelerating the analysis by uploading photos and videos, answering questions about the apartment, among several other functionalities in the palm of your hand. The consumption of information can be done online, facilitating the customer's life and counting on 24/7 assistance through our automated chatbot, prepared to answer the main questions and, if necessary, direct them to the team responsible.
To attest to the degree of satisfaction of our customers, we use the NPS (Net Promoter Score) metric, which measures the percentage of customers who say they are satisfied with the Technical Assistance service. The application of this research aims to map the customer experience and the positive impacts and items to be optimized. At Even, the NPS has been collected since 2017, and in all subsequent years, there has been an increase in the indicator. The collection is carried out at the main points of contact, from the sale to the 5th day of delivery of the development, as in addition to services, the customer's opinion about the product is essential for constant evolution.
As part of the Company's commitment, the basis of the surveys is analyzed monthly by the Technical Assistance committee, which is responsible for holding the Dissatisfied Forum. In it, all calls from customers who provided scores from 0 to 7 are analyzed and considered in the action plan as an opportunity for improvement and reversibility of satisfaction.
Delivery of keys, electronic signature of contracts and documents, new service channels such as WhatsApp and Chat, and an exclusive consultant throughout the financing process were some of the changes implemented based on the results of the NPS that brought significant returns in the satisfaction assessment. From the evaluations and comments, the notes are sent to each team, responsible for reviewing the causes and working on action plans to bring an even more enchanting experience, thus making a closing loop and completing PDCA.
In 2022, a prevention cell was created that periodically visits the works to ensure the implementation of revisions to procedures and to reduce pathologies. The Technical Support area holds constant meetings to verify the indicators and provide the necessary feedback.
In 2022, we deliver products with better quality, on time, on cost and without technical assistance problems. As a result, we had a 5% increase in our NPS in 2022. On another basis, on the Reclame Aqui website, we went from a reputation score of 7.0 (good) to 8.6 (great) that year, with more than 92% of complaints resolved.
In addition, since 2020, the NPS has been the corporate non-financial goal with the greatest weight for the entire organization. Thus reinforcing that "we are customer-oriented".
Reclame Aqui
Reputation score 8.6 (great), over 92% of complaints resolved.
In 2022 we won the RA 1000 Certificate, granted by Reclame Aqui.
