Lavoro’s NPS increases by about 12% in 2022

Lavoro, the largest distributor of agricultural inputs in Latin America, believes that investing in service excellence is an essential condition to continue its expansion plan in Brazil and Colombia, countries in which it has over 190 stores.

Seeking to increase customer loyalty, for the second year in a row, the company applied the Net Promoter Score (NPS) methodology, in partnership with How Inteligência Aplicada. The main purpose of the survey is to ascertain the degree of satisfaction of the base, in addition to capturing possible causes of dissatisfaction, creating mechanisms to monitor them, reverse them and identify points for improvement.

More than 4,000 farmers, customers of 18 of the group’s investees, took part in the study, carried out last May. In the quantitative and qualitative stages, respondents from different regions of Brazil were heard, such as the Midwest (Mato Grosso, Mato Grosso do Sul and Goiás), North (Tocantins and Rondônia), Southeast (São Paulo and Minas Gerais) and South (Paraná and Santa Catarina).

The conclusions obtained were very expressive and revealed that the company is on the right path. Lavoro‘s final NPS grew about 12% compared to 2021, rising from 60 to 67 points. Furthermore, 74% of the consulted base is proven to be made up of brand promoters. “We are very pleased with the results. The average score of input distribution platforms in the agribusiness market is 60 points”, explains Ruy Cunha, CEO for Lavoro.

According to the executive, this recognition reflects the company’s business strategy, which puts the customer at the center stage. “We currently serve over 55,000 farmers, both in personat in our stores, and remotely, through our digital platform CompreLavoro and the Minha Lavoro app. We know that we can only move forward when we ensure the best experience for consumers. It is this journey that will make consumers into promoters or detractors of our brand”, concludes Cunha.

About Lavoro Created by Pátria Investimentos – one of the largest alternative investment managers focused on Latin America – in 2017, Lavoro’s purpose is to positively transform the agricultural input distribution sector.
A positive transformation thanks to the SOLIDITY that Lavoro has in its DNA. Thanks to the widespread PRESENCE in strategic cities and regions for agriculture. Thanks to the standard of quality, CURRENTNESS and services that our employees seek to improve every day. And thanks to the TRUST that we insist on obtaining from farmers so that they can lead and solidify their growth, which is so essential for the world. For more information, visit our official channels: website, LinkedIn, Facebook, Instagram and YouTube.