Material Issues

customers

Material issues

  • Value for money
  • Customer service
  • Convenience
  • Range

How we engage

  • Putting Customers in the Driving Seat
  • Service in our DNA
  • Building on our Uniqueness
  • Better Shopping Experience
  • Fit for the Future Infrastructure

colleagues

Material issues

  • Career opportunities
  • Pay and conditions
  • Training and development
  • Innovation
  • Colleague engagement

How we engage

  • '3-Gears' training programme
  • Listening: surveys and colleague groups
  • 'Accelerate' management development courses
  • Recognition and reward
  • Apprenticeship programmes

suppliers

Material issues

  • Quality management
  • Cost efficiency
  • Ethical Trading policy
  • Speed to market
  • Security of supply

How we engage

  • Far East trading office developing mutually beneficial relationships
  • Logistics efficiencies and environmental management
  • Supplier conferences
  • Infrastructure

investors

Material issues

  • Future-orientated information
  • Risk information
  • Operating and financial performance
  • Dividend
  • Access to management

How we engage

  • Integrated reporting
  • Consistent KPIs provided through clear and regular updates
  • Responding to investor queries and meeting requests
  • Recognition in Social Responsibility investor indices e.g. FTSE4Good

communities

Material issues

  • Impact of Group activities on the wider community
  • Developing future customers

How we engage

  • Re-Cycle partnership
  • Onley Prison workshops giving training and employment opportunities for ex-offenders
  • Free kids' holiday bike clubs
  • Cub Scouts Cyclist Activity badge workshops
  • Stores will donate payroll hours to engage with local charities
  • Motor workshops – teaching basic things to check on cars
  • Autocentres partnered with the Dallaglio Foundation which works with children excluded from mainstream education

media

Material issues

  • Reliable range, product and pricing information
  • Transparency of reliable and timely Group information

How we engage

  • Product videos and peer reviews
  • TV and radio advertising campaigns
  • Email and PR customer engagement
  • Improving Twitter, Facebook and YouTube content
  • Monitoring and responding to comments and concerns on social media channels

government

Material issues

  • Transport policies and schemes
  • CO2 reduction strategies

How we engage

  • Cycle to work policy campaigning
  • DAB Radio working groups
  • Driver training and vehicle safety enhancements
  • Engaging with VOSA, DVLA, TSI, ASA and HSE