We have a wide range of stakeholders who influence or are affected by our day-to-day business, and have varying needs and expectations. We reognise the importance of listening to feedback and as such we regularly engage with our stakeholders to better understand their views on a specific topic.
Our stakeholders include:
Customers
Measuring client and consumer satisfaction is key to assessing how well we are performing across our business and where we can improve our service, as well as identifying new business and growth opportunities. We do this through client interviews, consumer questionnaires and mystery shopper programmes.
Employees
We employ more than 386,000 people in over 50 countries. As a service organisation, our success is linked to having an engaged workforce and giving people the opportunity to voice their opinion on the business, our processes and practices. Over the last five years, we have conducted a number of employee surveys to help us better understand how we can maximise engagement and to receive feedback direct from our ‘frontline’ teams.
Suppliers
We seek to establish mutually beneficial relationships with all our suppliers, and encourage them to match our high standards in respect of quality, food safety, working conditions, trading practices, health and safety and environmental protection. We work closely with them to keep them up to date with the changing needs and scope of our business, nurturing honest business relationships including dealing with any concerns that may arise in an open manner. As an example, in 2009, our UK business ran a number of supplier conferences to keep our suppliers up to date with their business strategy, logistics requirements and evolving consumer preferences. Such events also provide an opportunity for suppliers to voice their opinion on our business and identify potential areas for improvement and growth.
Investors
Our success in the marketplace is built upon the trust and confidence of those who invest in us, and we are dedicated to protecting their long-term interests. Each year, we hold an Annual General Meeting to update our shareholders on business strategy and performance, as well as provide an opportunity for them to ask questions of our senior team. Our Investor Relations team are easily accessible to shareholders by telephone and email and will respond to any questions or requests for information.
Government and regulators
In each of our local markets, we engage with government agencies and regulators to feed back our views on issues that may affect our business and help shape policy that is relevant and practicable to implement in our operations.
Non-governmental organisations (‘NGOs’)
As a large organisation operating in over 50 countries, we receive many requests from NGOs to support them in their activities and provide a business insight into their research programmes. Through our engagement, we have particularly benefited from expert advice and guidance in the areas of environmental performance, animal welfare and sustainable fishing initiatives this year.