RWS Annual Report 2022 web - Flipbook - Page 63
OUR CLIENTS AND SUPPLIERS
OUR COMMUNITIES
RWS runs a central experience management
programme for clients and suppliers. The RWS ‘voice of
the customer’ and ‘voice of the vendor’ programmes aim
to generate an accurate and consistent understanding
of our clients and suppliers to build better experiences
and positive business outcomes across the Group.
Our communities comprise those living and working
in close proximity to our operations, and those who
represent the needs of the communities we operate in,
including charities, schools and universities. Operating
amongst and on behalf of our communities, we strive
to maintain a deep understanding of the complex social
challenges that impact them, whilst recognising our
responsibility to contribute to the sustainability and
well-being of society and the economy wherever we
operate.
The RWS ‘voice of the customer’ and ‘voice of the vendor’
programmes ensure a continuous and neutral approach
to listening and learning – turning client and supplier
feedback into actionable insight. The Group-wide
experience management programme allows us to easily
understand the core drivers of client behaviours to act
upon and improve our business KPIs, such as renewals
and referrals, and support organic growth.
Further relevant details are referred to elsewhere in
this report:
Voice of the customer programme on page 19.
Principal Risks and Uncertainties on pages 44 to 47, in
particular the significant failure of a business-critical
partner or supplier.
The RWS Foundation’s Ukraine Appeal raised £34,436
from colleague donations and donated an additional
£15,000 to the International Committee of the Red Cross.
The RWS Foundation also made further donations of
£10,000 each to the UNHCR, the UN’s Refugee Agency,
and to UNICEF, the UN’s Children’s Fund.
Further relevant details are referred to elsewhere in
this report:
ESG Social Community section on pages 33 to 34.
STRATEGIC REPORT RWS — Annual Report 2022
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