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Material Themes

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Data pertaining to 2024
Introduction Customer experience Healthy customers Employee integral health and safety Diversity and inclusion Human rights Climate action Product and services innovation Products quality and safety Ethics and compliance Data privacy and information security Responsible value chain management Fiscal strategy

Customer experience

Scope

The way customers perceive and interact with the Company throughout their consumption journey

Impact Sphere

Customers, community and society

Disclosures

GRI: 416-1, 416-2, 417-1, 417-2 e 417-3

SASB: HC-DR-330a.1

Sustainable Development Goals

Theme management

With a spirit of care present in every area, RD Saúde seeks to be part of Brazilians’ healthcare journey with genuine attention. From well-being programs for our professionals to the warm and personalized service provided to customers in every pharmacy across Brazil—and the integration of new brands focused on comprehensive health—care is at the heart of everything we do.

We are committed to becoming the group that contributes the most to a healthier society in Brazil by 2030. More than providing medications, RD Saúde aims to restore the role of the pharmacy as a trusted point of care. Our goal is to transform pharmacies into entry points for health and healthier living—through every interaction with our customers—by promoting health, preventing disease, providing protection, and offering primary care.

At RD Saúde, we place the customer at the center of our entire strategy. With more than 49 million active customers and 620 million visits to our digital channels in 2024, we strive to deliver a comprehensive, seamless, and personalized health journey. Our pharmacies, digital platforms, and service channels are continuously improved to ensure convenience, empathy, and effectiveness.

The customer experience is monitored through indicators such as NPS (Net Promoter Score), satisfaction surveys, and active listening across our channels. We also invest in technology and data to better understand the needs of our stakeholders and deliver solutions that promote health and well-being with excellence.

Learn more about our customer experience initiatives in the related indicators on this panel or in the Annual and Sustainability Report.

Related Policies

  • Mais Saúde Program – Drogasil and Raia
  • Quality and Product & Service Safety Policy
  • Ingredient Safety Policy
  • Stakeholder Engagement Policy
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