Customers‌

For MRS, the basis of its business success is directly linked to the quality of the relationship it builds and maintains with its customers. Supported by this guideline, the Company invests in building long-lasting relationships through safe transportation, with competitive prices, quality service and offered according to the different characteristics of each service. The customer base served by MRS has been expanded, mainly in General Cargo segment.

Customer service is performed directly by the commercial and operational teams, which offer end-to-end solutions, with technology in contract management and the possibility of contracting additional services, ensuring increased visibility and safety for customers.  At MRS, customers are sure that the cargo is safe and that the agreed deadlines and demands will be met.

With the aim of continually evolving, MRS annually conducts a satisfaction survey to monitor its performance from the point of view of General Cargo customers, which indicates the sensitive points to be mitigated by the Company. In 2022, the result was which, considering the methodology adopted by the Company, evidences an outstanding level of performance with customers (scores above 80). Based on the consultation, MRS outlines improvement actions for the points reported by customers, and also develops solutions to promote the perception of better service. The study group is made up of representatives from the Company’s different areas and has themes and action plans that aim, besides understanding and adjusting points for improvement, to maintain and disseminate positive aspects with other MRS customers.

Customer satisfaction in the Mining segment, who are considered consolidated customers, is monitored through the Service Level Agreement, after several years of outstanding assessment results in the Satisfaction Survey.

The monitoring of MRS customers perception is also made based on the complaints filed and reported, every six months, to the National Agency of Land Transportation (ANTT – acronym in Portuguese), accompanied by an indication of the actions taken to minimize any impacts caused. Complaints can be made through the website www.mrs.com.br/fale-conosco/ or the Company’s official Instagram: @mrslogistica.