ROVI ENGINEERING: Commitment to Fair Marketing Practices and Responsible Communication
At ROVI Engineering, we understand that trust is the foundation of our relationship with our customers, users, suppliers, business partners, and the community. As a Socially Responsible Company (ESR), and in alignment with the principles of ISO 26000, we are committed to ensuring that all our marketing, advertising, and communication strategies are developed under criteria of honesty, transparency, inclusion, legality, and respect for all our stakeholders.
Our actions are guided by the following pillars of fair practices:
1. Honesty, Truthfulness, and Transparency
Accurate and Validated Information:
We ensure that our advertising, product descriptions, prices, technical specifications, and service conditions are clear, truthful, verifiable, and up to date.
Before publication, all commercial and advertising information is reviewed and validated by the responsible areas to ensure its accuracy, validity, and consistency with the actual characteristics of the products and services offered.
Zero Misleading Advertising:
We reject any omission, exaggeration, or practice that may mislead consumers, create false expectations, or confuse them during their decision-making process.
Fair and Transparent Pricing:
We clearly and promptly communicate the total cost of our solutions, specifying taxes, commissions, or additional charges applicable from the beginning of the commercial process.
Timely Correction of Information:
If inaccurate, outdated, or potentially confusing information is identified, ROVI Engineering is committed to making the necessary clarifications, corrections, or updates through the appropriate channels, ensuring transparent and responsible communication with our customers and stakeholders.
2. Compliance, Privacy, and Consumer Security
Responsible Communication:
At ROVI Engineering, we are committed to ensuring that all our marketing and communication activities are carried out with honesty, transparency, and responsibility, making sure that the information shared with our customers is clear, truthful, timely, and aligned with the organization’s values.
Data Protection:
We safeguard our customers’ personal information under strict security and confidentiality standards, complying with applicable personal data protection requirements and using such information only for previously authorized purposes.
Non-Invasive Communication:
We respect the time, privacy, and preferences of our users by avoiding unsolicited mass advertising communications (SPAM) and providing mechanisms to limit or cancel communications when requested.
3. Inclusion, Diversity, and Respect
Advertising Free from Stereotypes:
We design communication campaigns that reflect respect for human dignity and promote inclusive environments. We reject any form of discrimination based on gender, race, age, religion, sexual orientation, social condition, or different abilities.
Accessible Language:
We use clear, respectful, and understandable language, ensuring that anyone can properly understand the benefits, scope, and conditions of our solutions.
4. Promotion of Responsible Consumption
Customer Education:
We actively provide information on safe use, proper maintenance, operational efficiency, and best practices related to our products and services, promoting responsible and sustainable purchasing decisions.
Social Impact:
We ensure that our campaigns promote responsible practices, efficient use of resources, industrial safety, and the sustainable development of the industries we serve.
5. Responsible Relationship with Suppliers and Business Partners
At ROVI Engineering, we promote business relationships based on ethics, transparency, fair competition, and mutual respect.
We encourage our suppliers, distributors, representatives, and business partners to share principles aligned with our social responsibility policies, avoiding misleading practices or actions that may negatively affect consumer trust.
We also promote clear and responsible communication in all joint promotion, commercialization, and representation activities related to products and services.
Listening and Feedback Channels
To keep our transparency and continuous improvement channels open, we make the following email available to our customers and stakeholders: atencionalcliente@rovisa.com.mx
Through this channel, we will address any questions, clarifications, suggestions, or reports related to our commercial, advertising, and customer service practices.
6. Active Listening and Evaluation of Customer Perception
At ROVI Engineering, consumer feedback is the driving force behind our continuous improvement. Therefore, we operate a permanent monitoring and perception indicator system that allows us to evaluate, both qualitatively and quantitatively, customer satisfaction regarding the quality, safety, performance, and truthfulness of our products and services.
This system includes:
Satisfaction Indicators (CSAT / NPS):
We periodically evaluate the purchasing experience and the recommendation level of our solutions to ensure that we meet the expectations generated during the commercial process.
Perceived Quality Monitoring:
We measure the performance of our products and services directly from the voice of the customer to identify improvement opportunities and promptly correct any technical or communication deviations.
Efficient Resolution of Questions and Claims:
We analyze the volume, nature, and root cause of inquiries and claims received in order to strengthen our internal processes and improve the preventive information provided to customers.
Transparency in Feedback:
We use the results obtained to continuously train our commercial, technical, and customer service teams, ensuring that the service provided always maintains an ethical, professional, and human approach.
Continuous Improvement:
The information collected through these mechanisms is periodically reviewed to identify trends, implement corrective actions, and strengthen our responsible marketing practices, contributing to the fulfillment of our sustainability and social responsibility objectives.
