Business Case

We have been carrying out CSR risk analysis and management. Currently we identify no CSR risk that is material to the future of the business. Our seven key CSR risks are: breach of integrity, climate change, diversity, ethical issues in the supply chain, health and safety, geography of jobs (off-shoring) and privacy.

Our commitment to CSR determines how satisfied our customers are with us as a company. For example, we estimate that customers attribute more than a third of their satisfaction with us to our CSR performance. Further statistical analysis shows that a one per cent improvement in the public's perception of our CSR activities means a 0.1 per cent increase in our retail customer satisfaction figures.

Working conditions and our relationship with employees is crucial to the success of our business. In a recent survey we found 63 per cent of employees felt more proud to work for our company.

Long-term sustainability trends are creating new market opportunities for us, such as the use of teleconferencing and flexible working to reduce the need to travel and provide more flexible lifestyles, or the provision of online environmental management systems.