Clipping of news on Brazilian Culture, Law and Citizenship
03/27/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Evaluation of consumers will generate quality label for supermarkets Photo: Pedro Sierra / O Globo
RIO - Until the end of the first half the consumer can download an app on your smartphone to evaluate the quality of service provided by businesses and service providers across the country. Those made through the app , developed in partnership between INMETRO and the Department of Trade and Services of the Ministry of Development, Industry and Foreign Trade ( MDIC ) , later reviews will generate a quality seal for establishments , says the Secretary of Commerce and service MDIC , Humberto Ribeiro . The initiative, which aims to recognize good practice , part of the Program for Excellence in Service ( Serve ) and will be applied first to the supermarket industry .
- The goal is to provide welfare to consumers , which may contribute opinion and through the seal has a parameter of comparison between the establishments to make the best choice . Let's give recognition to establishments that adopt best practices - explains Ribeiro .
For supermarkets , the client may give grades ranging from A , the highest , E , lower value , five criteria: accessibility ( architectural and structural issues related to consumer comfort , adapted for people with special needs , there are stairs rolling , etc.) , care ( warmth, attention , provide information ) , speed ( as read with shorter queues , for example) , facilities (if available and facilitate the search for information goods ) and variety ( and quantity sufficient marks product ) .
The remaining segments of the industry such as travel agencies , transport by taxis , hotels and beauty salons , will be evaluated in subsequent phases of Serving, and will have specific criteria . According to the President of INMETRO , Oscar Ascerald , it was decided to start the program by the supermarket industry because it is part of everyday life of the consumer:
- It is an easily assimilated and frequented assiduously segment.
According Ascerald has not yet been defined methodology and established deadline for the grant Seal establishments . However , he explained that supermarkets receive reports of INMETRO with the results of the evaluation made by consumers so that they can improve the service . He also said that the program will give disclosure to establishments that have the best grade point averages .
In analyzing the Vice President of Institutional Relations of the Brazilian Association of Supermarkets ( abras ) , Marcio Milan , the program will benefit both consumers and for businesses :
- We have a direct feedback from our customers , identify where the opportunities are to gain market share , and they can see more easily what are focused on providing a better service networks . The fact that the program is designed to give visibility to best practices brought us security , and so we decided to accept the government's invitation .
Evaluators will have to undergo training
To become a reviewer , the consumer will have to register and go through an online training about 1:30 am which will be promoted by INMETRO . To the President of the Institute , this is the big difference in Serving, relative to other assessment programs . Volunteers make a course to qualify the condition of the program evaluator . In it , the consumer will answer a questionnaire and will be guided on what should be observed when giving notes to merchants.
- The training aims to lead the consumer to think about their role as a citizen , to adopt an ethical and impersonal behavior during the evaluation . He will have to demonstrate that it is perceptual observer and has the determination to get to the end of the review - explains Renata Bondim , head of the Centre for Information and Training in Metrology and Conformity Assessment ( CICMA ) of the institute .
According to Ribeiro secretary, the creation of the program is the result of a greater concern of the two bodies that given the significant growth of the mass of consumers in the country see as increasingly urgent recovery of consumer relations :
- Not only from the perspective of consumer protection , but also for the induction of the productive sector in the adoption of measures to strengthen the reliability , quality and security in relations with consumers .
Ribeiro believes that the review will encourage shops to constantly strive for excellence in customer service .
Until Aug. 5 , the whole society can contribute through consultation with suggestions and criticisms about the program , proposed in INMETRO No. 112 of 03.14.2014 . The text is available at www.inmetro.gov.br . Comments and criticisms can be sent in the format of the spreadsheet model , available on page www.inmetro.gov.br/legislacao/ to the email diape@inmetro.gov.br .
Understand more about Serving
- Any consumer can participate , provided that they submit to the training that will be offered by INMETRO and MDIC ;
- Accredited consumer enters supermarket and indicate the address of the property on your smartphone . From there , you can evaluate each item , detailing its attributes ;
- The evaluation of the property will be available. The user simply do a search in the application;
- Establishments are rated on a scale from A to E , where E is the lowest value.
Source : The Globe - Online
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This article was translated by an automatic translation system, and was therefore not reviewed by people.