The mission of the Jerónimo Martins Customer Ombudsman is to represent and defend the rights of the consumers and customers of the Group’s Companies.
The Customer Ombudsman plays a
proactive role in identifying situations of risk and opportunities
for operational improvements, monitoring the Group's commitments
and promoting internal debate about customer rights and
It is, therefore, the appropriate
channel of solving complex and structural situations which have an
impact on the values the Group defends.
In 2015, we maintained the
management model, focused on two areas: quality and speed of
communicating with the customer and internal liaison and
intervention with the different Departments of the Group's
As such, communication models were
developed that are geared towards solving problems, through
meetings with customers and internal discussion forums, thereby
contributing towards greater proximity and trust between the Group
and these stakeholders.
To find out more, see