Client relations G4-26

Our relations with clients, the market and society are underpinned by ethics and independence and are part of our basis for ensuring the quality of our work and the sustainability of the business.

This interaction takes place directly between clients and professionals on the ground, through satisfaction surveys and through the various channels available to share the knowledge flowing through KPMG International's network of member firms, such as research and publications, events, seminars and roadshows.

Acceptance and continuance of clients and engagements – As described in Acceptance and continuance of clients and engagements, we have policies in place to ensure we associate with the right clients. Regardless of the financial returns that a potential new engagement could generate, it will only be accepted after background checks have been performed on the prospective client. The same care is taken in determining whether to continue with engagements.

Client satisfaction - Client Satisfaction Surveys are conducted annually and help us identify the most material issues from the perspective of these stakeholders, as well as strengths and opportunities to improve our workflows. G4-PR5

We use two criteria to determine the sample of clients responding to the survey: engagements completed in the relevant financial year and clients paying remuneration above R$ 50 thousand. These are sent an e-mail questionnaire that rates us on a series of standard indicators and has a dedicated field for additional comments.

For financial year 2013-2014, questionnaires were sent to 1,446 companies matching these criteria, 23% of which responded.