Performance against targets
The past year has been one of transition as we put in place the foundations from which to deliver our new strategy. We’ve built new teams, grown our capabilities and established new ways of working.
As a result, while we undertook this transformation, we have kept similar performance measures in place, against which we report below, for 2021/22. For 2022/23 a series of new targets and key performance indicators will be set aligning to our new strategy.
Growth in net revenue profit
Our 2021/22 target
- Achieve a net revenue profit of £269.0 million
How we performed this year
£312.7m
our net revenue profit
Total return
Our 2021/22 target
- Outperform our MSCI bespoke total return benchmark on an annualised three-year rolling basis.
How we performed this year
6.0 percentage
points *
outperformance of our benchmark
*Without the impact of Offshore Wind Leasing Round 4, our outperformance would have been 0.3 (2020/21: 0.7).
Greenhouse gas emissions (GHG) intensity
Our 2021/22 target
- Reduce our Scope 1 and 2 (location-based) emissions intensity against our 2019/20 baseline.
How we performed this year
50%
reduction in absolute GHG emissions intensity against the baseline
Customer satisfaction
Our 2021/22 target
- Outperform the Institute of Customer Service benchmark of 78% (January 2022).
How we performed this year
81%
of our customers are ‘satisfied’ or ‘very satisfied’
Employee engagement
Our 2021/22 target
- Outperform the UK national benchmark* for employee engagement of 80% (2021/22).
* Provided by Willis Towers Watson
How we performed this year
78%
of employees think The Crown Estate is a great place to work
Health and safety
Our 2021/22 target
- Outperform a benchmark* of 0.50. Our Lost Time Injury Frequency Rate (LTIFR) enables us to better assess any accident which has a material impact on our people and our supply chain employees.
* Informal peer group benchmark established this year.
How we performed this year
0.61
our LTIFR, representing an underperformance against the benchmark
