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Jerónimo Martins Customer Ombudsman

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 expectations.

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 Companies.

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 Related Content.

Page updated:20,of September of 2016