To guide innovation and ensure our portfolio aligns with and anticipates global trends, JBS USA closely listens to what consumers have to say. In addition to market surveys, the Company has a variety of communication resources, particularly digital, that enable us to engage consumers, as well as customers and other stakeholders. To simplify these conversations, we organize customer and consumer resources into protein-specific, customer-focused and consumer-focused websites and communication channels. In addition to websites and profiles on social media, the Company provides Customer Service hotlines and an e-mail contact. See more in Chapter 1/Innovation..

Many business units have developed websites with resources geared toward customers, allowing them to create personalized accounts. Through these websites, they can access information about point of sale materials, packaging specifications, brands, premium programs, value-added products, food safety, quality and animal welfare.

There are also brand-specific sites and social media channels through which consumers can learn more about the Company’s products, brands and value chain. Those interested, can interact with the Company’s profiles, while also using the “contact us” forms on websites to learn more about the brand and gain a better understanding of the food product they are interested in.

In 2019, JBS in Australia continued to grow its marketing strategy, embracing the power of digital communication channels to expand opportunities to engage with customers and consumers around the world. Most of the beef brands now have their own individual websites, that connects and is attached to the Company’s main marketing initiative: aussiebeef.com.au, a website regularly publishing relevant and updated content on beef products, along with tips on cooking and serving them. In addition to the website, aussiebeef.com.au has a strong social media presence, including on Facebook, Instagram and WeChat.

Primo Foods uses all of the main tools of communication, whether traditional, digital, person-to-person, e-mail, website searches, telephone (i.e. customer service) or social media platforms, including private and public messages. Depending on the query, responses are provided to different teams, such as sales, marketing, quality and customer service. There were 15% fewer consumer complaints at Primo Foods in 2019.

Quality

Food safety and quality is at the heart of our business. We continuously review every aspect of our daily operations to make sure we provide safe, high-quality, nutritious products for our customers and consumers.

The JBS USA management structure for Food Safety and Quality Assurance is designed to ensure leading performance, relying on corporate oversight at the highest level. The team is led by the Global Head of Food Safety and Quality Assurance, who oversees the Company’s global food safety efforts.

Each JBS USA production facility has a robust food safety and quality program that consists of Standard Operating Procedures, Sanitation Standard Operating Procedures, Hazard Analysis and Critical Control Point (HACCP) procedures and technology interventions designed to eliminate or reduce food-borne pathogens. These processes are monitored by specially trained team members and government officials in each production facility.

All facilities also adhere to good manufacturing practices; recall/market withdrawal procedures, which offer traceability resources to ensure that the proper products and dates can be identified, pest control and food security programs; and annual certification to the Global Food Safety Initiative (GFSI) standards at almost all processing plants.

Critical to our global approach to food safety and quality assurance is the ability to share and leverage best management practices across the Company. Within this effort, each business unit is tasked with communicating best practices in relation to regulatory compliance, pathogen control, modernization and other innovations. In addition, JBS hosts a Global Food Safety and Quality Conference with area professionals to identify common challenges, industry trends and opportunities for improvement.

In the USA and Canada, the Food Safety and Quality Advisory Committee is responsible for providing oversight and guidance to our food safety and quality assurance programs as well as regulatory compliance. Senior JBS USA and Pilgrim’s team members serve on the committee, as well as academics who specialize in the areas of animal science, meat science, epidemiology, food microbiology and veterinary medicine.