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Every year we commission a customer listening program – the “Tell Me” survey. This includes interviews with customers who rate their satisfaction with various aspects of our business. These enable us to take account of their views on sustainability, amongst many other topics, and hence affect our approach to CR. They also provide a wealth of data, help us to measure our performance and improvements, and influence strategic direction. For more information on Tell Me and our 2010 results, see the focus article.
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As part of our Tell Me program, each year we meet with around 200 customers –
involving over 400 people. The interviews themselves are face-to-face and take
about an hour and a half.
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