3stepIT Sustainability Report 2019 - Page 20



Our customers
We know we wouldn’t be where we are today
without the dedication our customers have
to operating more sustainably, so supporting
their needs is always our top priority. Our sales
people build personal relationships with our
customers, developing bespoke solutions and
building their trust.
Health and safety
We have a spotless health and
safety record, with no recorded
serious injuries in 2019.
Customer satisfaction
We measure customer satisfaction at two points in the asset lifecycle: the beginning of
our contractual relationship and the end of the lease agreement.
Work-related injuries in 2019 (Ref. GRI 403.9):
The most serious health and safety risks in our operations relate
to exposure to chemicals or dust and our refurbishment process.
Our teams in refurbishment regularly assess risks and refine
the processes accordingly to reduce danger. In some operations,
heavy lifting is required, so we provide detailed manual handling
training.
When it comes to the health and wellbeing of our people, we
encourage preventive wellness activity to avoid rather than treat
medical conditions. In Finland, for example, we provide gym
equipment and weekly exercise classes, as well as affordable
massage services, to keep our people fit, happy and healthy.
Injuryrelated Fatalities
time lost
Minor
injury
Serious
injury
Finland
0
0
0
0
Sweden
2
0
1 hour
0
Norway
We have country-specific health and safety policies and
processes in place. In each country we hold occasional meetings,
open to all our people, to discuss working conditions.
In three surveys conducted in 2019, 90%, 95% and 92% of customers said they were ‘totally’
or ‘fairly’ satisfied at the end of lease stage. 80% of respondents rated the professionalism
of our sales people as excellent or very good. These scores maintain our excellent
performance from last year’s survey, and show our commitment to excellent service
standards.5
0
Customers are asked to suggest how we might improve the process. This open question
generates many useful ideas about how we can improve our services and we will
introduce it to our occasional trading partner survey in 2020.
0
Denmark
0
0
0
0
UK
2
0
2 hours
0
Malaysia &
Singapore
0
0
0
0
Customer satisfaction survey ratings 2019
100
Diversity, equality and fair treatment
% 90
We provide a safe working environment with equal opportunities and fair
treatment for all.
With people from all over the world, our workplace brings
different cultures and backgrounds together. We operate zerotolerance on any kind of discrimination based on race, colour,
religion, gender, gender identity or expression, sexual orientation,
national origin, genetics, disability, or age. We promote and
celebrate diversity and only judge people based on their ability
and performance at work.
If we identify inappropriate behaviour or discrimination, we will
take action. Our Code of Conduct clearly explains our approach
and the channels our people can use to report incidents.
At the end of 2019, we employed 409 people (vs. 391 in 2018),
with 45% female and 55% male. The turnover rate for permanent
employees was 12% (vs.11% in 2018). See the Appendix 2 for
detailed employment statistics.
20
95%
90%
Managing incidents and critical
concerns
92%
Staff members can report concerns to their managers. We also
have an anonymous whistleblowing service for our people,
customers and the public, with reports going to the Group Ethics
and Compliance function to determine how best to handle them.
In exceptional cases (there were none in 2019) critical concerns
are reported to the Board so they can consider remedial actions.
Survey 1
55%
Survey 2
Survey 3
45%
409
5
With small sample sizes there is no statistically significant change for better or worse.
21

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