Mosaic's principal products are crop nutrients that we continually evaluate and monitor for quality and effectiveness. Our quality policy states our intent is to lead the industry in delivering a superior quality experience for our customers, stakeholders, neighbors and our environment. We are committed to supplying products of the highest quality that conform to customer expectations, sharing best practices, innovating, and partnering with our customers to excel in the global marketplace.
Mosaic complies with industry standards and regulations issued by various governmental and NGOs to ensure that our products are monitored for health and safety impacts as well as to identify opportunities for improvement. Mosaic promotes use of TFI's Bulk Blend Manual and Bulk Blend Workshops that include health and safety educational segments. Mosaic complies with the Association of American Plant Food Control Officials (AAPFCO) policies and programs regarding proper labeling and health and safety communication to users.
Mosaic facilities meet Customs-Trade Partnership Against Terrorism (C-TPAT) certifications. C-TPAT improves overall international supply chain and U.S. border security and is widely recognized as one of the most effective means of providing the highest level of cargo security.
Our animal feed ingredients require a heightened level of vigilance around health and safety impacts, and we have adopted a relevant stringent product safety policy. It is Mosaic's policy that our products be manufactured, stored and delivered to our customers in a manner complying with all applicable regulatory programs and industry best practices. In addition, Mosaic complies with the Food and Drug Administration (FDA) Regulation 21 CFR 589.2000, "Animal Proteins Prohibited From Ruminant Feed," to protect the feed and animal industries as well as consumers.
Our programs are based on principles of Quality Assurance Management using Hazard Analysis & Critical Control Points (HACCP). These principles assure production, management, handling and delivery of our products to minimize tampering, or other actions impacting their quality and safety. Annually, our production facilities are certified Safe Feed/Safe Food by the American Feed Industry Association (AFIA). We currently have 21 potential products that are in various stages of this process.
Mosaic employs a Chemical Management System, which insures that all new products and raw materials are evaluated for health and safety impacts for our customers, as well as Mosaic employees and the environment.
Mosaic has automated systems to manage, track and monitor incidents related to the health and safety impacts of products and services. Mosaic had no significant incidents of noncompliance with regulations or voluntary codes concerning the health and safety impacts of our products and services.
Mosaic sells and distributes fertilizer, animal feed and industrial products in many countries around the world. Mosaic complies with all safety, environmental, labeling and registration requirements of the local government. In addition, where U.S. standards are more stringent, we follow those more rigorous standards on the products that we produce both in the U.S. and for export.
Mosaic provides the required country, state and local product documentation for all shipments. This includes detailed data specification sheets and a Safety Data Sheet (SDS) for all products. These documents provide information about proper product handling, safety precautions and disposal, as well as a guaranteed analysis.
Mosaic has automated systems to manage, track and monitor incidents related to noncompliance with regulations and voluntary codes concerning product and service information and labeling. Mosaic had no significant incidents of noncompliance with regulations or voluntary codes concerning labeling of our products and material services.
Mosaic believes that customer satisfaction and loyalty are critical to sustaining and growing our organization. We have implemented a customer feedback system to measure satisfaction levels of our global fertilizer dealers and farmer customers on an annual basis. We measure customer satisfaction among fertilizer importers, animal feed customers and industrial product customers.
We use the same methodology for customer satisfaction surveys throughout Mosaic's worldwide operations, and we share the results with the entire customer service team and with our key customers.
The metric of customer loyalty, called Net Promoter Score, is a standard index across a variety of industries around the world, and Mosaic benchmarks our results against others', allowing us to target areas that need improvement. Year-over-year, Mosaic works to improve our performance by providing quality products and ensuring on-time deliveries and logistical support. In 2012, Mosaic achieved a score of "excellent" from our fertilizer importers, animal feed customers and industrial products customers.
Mosaic adheres to a cross-functional review process for all marketing communications in the U.S. and abroad to ensure legal compliance, technical accuracy and brand standard consistency. Mosaic has also developed guidelines for industry partners to follow when implementing co-branded marketing communications. This includes advertisements, digital marketing, media outreach, promotional materials and other sales collateral. It is important that we follow legal requirements and brand standards in all communications to further Mosaic's commitment to ethical corporate stewardship.
Mosaic also partners with the agriculture community and other stakeholders, such as the IPNI, the CFI, the IFA and TFI. Along with these organizations, we support the 4Rs Nutrient Stewardship program, an industry-wide initiative to improve fertilizer management practices. Mosaic seeks guidance from these third-party partners as needed to ensure compliance with industry standards.
Mosaic had no significant incidents related to noncompliance with regulations or voluntary codes related to marketing communications.
We are not aware of any material complaints regarding a breach of customer privacy.
Mosaic has automated systems to manage, track and monitor incidents related to fines for noncompliance with laws and regulations concerning the provision and use of products and services. In addition, Mosaic had no significant fines for noncompliance with laws or regulations concerning the provision and use of our products and services.