In order to offer our clients environmentally-safe alternatives, in the Pochteca paper division we introduced 30 new SKUs for FSC-certified products, and the volume of tons of these products sold increased from 2,221 to 2,663 Tons. Today, FSC-certified product SKUs account for 20% of our total product catalog.
We are also in the process of introducing environmentallyfriendly products into our raw materials division, which currently make up 15% of the total catalog of this product families.
From the incidents reported during the period, none were related to non-compliance with voluntary regulations or codes related to product impacts, since the analysis cases were found to have failed to comply with the procedures or lack of training.
Because the products we make are subject to international and national standards that require us to identify their degree of risk, Pochteca and its clients require that 100% of the products comply with the requirement applicable to them according to the type of risk or product in question.
Some of the applicable standards are:
To date we have not received any report of an incident or breach of regulations regarding product or service labeling.
In order to identify the level of our customer satisfaction and to follow up on areas of opportunity for improvement, we have a customer satisfaction survey procedure in which we define how often they are applied and how they are planned and conducted. Normally, we hire an outside firm to handle these surveys.
This procedure uses a quantitative methodology involving multiplechoice questions that are asked of certain clients selected on a representative sample basis. A holistic sample is defined according to business areas and sizes -the only requirement is that they have purchased our products in the past year.
In the last two months of 2016, we conducted two customer satisfaction surveys: one for our Raw Materials division and one for our Paper division. Both surveys had a 90% level of confidence and a 10% error tolerance, which means they are statistically reliable.
Results:
Based on the above mentioned, and based on the areas of opportunity detected, we have developed action plans that are currently being applied.
We provide a number of channels through which clients can express their opinions:
In keeping with the Federal Law on Protection of Personal Data Held by Third Parties, we created a Privacy Committee, whose initial purpose was to develop an action plan and oversee its implementation, in order to address vulnerabilities detected in a diagnosis of client privacy procedures conducted in 2015 by an independent firm.
The goal of this committee, once the committed actions have been implemented, is to focus attention and follow up on reports that may be presented by any stakeholder in accordance with our privacy policies for clients, suppliers, job candidates and employees, which can be viewed on our website at: www.pochteca.com.mx
To date we have received no reports of incidents or non-compliance regarding the supply and use of our products and services.