Integrated Report 2023 47 Capitals UN SDGs Material Matters CUSTOMERS VALUE FOR US • Revenue generation from sales of products or services • Long-term profitability due to customer loyalty and repeat business • Valuable feedback and insights which drive product/service improvements and innovation VALUE FOR THEM • High-quality products or services that meet their needs and expectations • Competitive pricing that offers good value for money • Convenience and accessibility in terms of purchasing options and delivery methods • Excellent customer service and support to address their concerns and queries • Innovation and customisation options that enhance their experience • Rigorous, industry-leading cybersecurity and data privacy measures RISKS • Competition from other companies offering similar products or services • Damaged brand reputation due to negative reviews • Incidents of workplace discrimination, corruption or other unethical practices • Infiltration of confidential business and customer data due to cybersecurity breaches OPPORTUNITIES • Building long-term relationships through customer loyalty and repeat business • Innovating and improving our products/services based on customer feedback • Utilising technology for operational and production efficiency, enhancing customer experience and satisfaction • Establishing clear channels for reporting and addressing unethical behaviour to uphold ethical standards and maintain trust • Implementing robust data privacy measures to strengthen customer trust and loyalty BUSINESS INITIATIVES • Dedicated support channels and feedback mechanisms • Quality control processes to ensure the safety and reliability of products and services • Constant innovation to address evolving needs • Data protection policies and protocols VALUE CREATION INDICATORS & HIGHLIGHTS • Customer satisfaction scores • Feedback and complaints • Customer retention rate M7 M9 M10 M11 M12
RkJQdWJsaXNoZXIy NDgzMzc=