Engaging and understanding our stakeholders
By working together with our identified key stakeholders we can ensure that the way we run Berendsen delivers optimum outcomes for us all. We are currently reviewing our approach to CR, focusing on how we can improve stakeholder engagement.
We regularly invite feedback from customers about our services and innovations. This is supported by independent satisfaction surveys. In 2015 we launched our customer loyalty survey programme, with KPIs reported monthly. We also developed an ambitious Customer Loyalty e-learning programme for employees at all levels. In 2016 we rolled-out the Customer Loyalty e-learning programme and introduced incentive programmes for customer service staff, rewarding loyal customers.
We utilise a variety of employee engagement channels, including group-wide employee surveys, which are conducted every two years. We completed our second company-wide employee engagement survey in October 2015 and are agreeing and implementing actions to address the identified areas for improvement.
Executive management meets regularly with investors and potential investors, and receives regular input from brokers and advisors which are shared with the board. In addition, the non-executive directors meet annually with investors without executive being present.
In 2016 we extended our systematic supplier reviews and engagement initiatives. This remains an area of focus for 2017 and to support our commitment, we launched the Supplier Excellence Programme in December 2015.
In our key markets, we engage with the wider textile services industry through trade associations, sharing issues around legislation, technical standards and safety. Our commitment to the industry and reputation for integrity often provide opportunities to acquire local companies when the owners seek to retire or exit.
We are conscious that our plants are part of their communities and that our workforce is drawn from this local environment. We actively engage with these communities, investing in local initiatives to ensure that our impact is positive and to provide further employment.