We never take their goodwill or commitment for granted. Although informal feedback at a local level is essential to building sound and proactive relationships with stakeholders, we also carry out research at a more structured level to ensure that we are meeting expectations and taking every opportunity to maintain and enhance our reputation.

 

Every year we invest resources in engaging with our stakeholders through formal research programmes, in order that we can better understand their objectives and concerns.

 

For example, in most of the countries where we operate, we carry out regular customer satisfaction surveys. These ensure that we continually monitor the extent to which we are meeting expectations in the marketplace, and help us address any shortcomings in order to sharpen our competitive edge. Similarly, we frequently undertake employee satisfaction surveys. In a business that relies on the quality of its people and strives to retain the best, we work hard to understand what we are doing well, and where we can improve.

 

In addition, we engage with our suppliers, gathering input on their expectations of the group as a customer and our success in meeting them. This process also allows us to monitor supplier performance regarding labour standards.

 

More than just employers or corporate partners, we are very much part of our local communities in the 15 countries where we operate.  Our business units work at a local level to put something back into their communities and strengthen the bonds between local people and the group.