Customer Focus

Following a review of our sustainability strategy in 2007, involving the identification of sustainability issues material to our business, customer focus was identified as an emerging issue and a potential risk to our business. Through a materiality process embarked upon by senior managers and the sustainability committee a high level commitment was identified and developed to help combat this risk:

High Level Commitment

We will build our brand upon the quality of service delivered to customers, and on responsible business values.

This is underpinned by a statement of belief which gives the business rationale for the commitment.

Statement of Belief

We believe that our business is dependent upon our ability to meet the evolving needs of our customers, to whom we owe a duty of care.