RWS AR 23 Final Single pages - Flipbook - Page 78
Corporate Governance Report (continued)
Deliver
growth
3
Principle
Take into account
wider stakeholder
and social
responsibilities and
their implications
for long-term
success
Compliance
•
The Board has identi昀椀ed the main stakeholders in the business as our shareholders,
colleagues, clients, suppliers and the communities in which it operates.
•
Decision making takes account of how our various stakeholders may be a昀昀ected by
our decisions and developments.
•
•
We pride ourselves on transparency and open communication.
•
See pages 60 to 65 of the Strategic Report and pages 66 to 69 of the Corporate
Governance Report.
We take our corporate sustainability seriously and aim to incorporate best practice in
all our initiatives and actions.
Colleagues
•
Regular online meetings take place to share strategy, keep colleagues updated and
seek feedback.
•
The Group conducts an annual engagement survey with an overall engagement score
of 61% in the FY23 survey (FY22: 69%).
•
Together with our employees, we have established a set of values that will bring us
together to achieve our shared goals in a way we can be proud of. These values are:
'We partner, we pioneer, we progress and we deliver.' Our values give guidance to
everyone at RWS as to the behaviours that underpin our success.
•
We consider the health, safety and well-being of our colleagues in general and
speci昀椀cally in countries experiencing war.
•
The Board works with active Employee Resource Groups to discuss how we can foster
culture, diversity and inclusion and environmental impacts in the workplace.
Clients
•
Building long-term client relationships and a client-centric culture starts with an
accurate and consistent understanding of our clients. A Group-wide 'voice of the
customer' Net Promoter Score ("NPS") programme ensures we e昀昀ectively turn client
feedback into key driver analysis, aligned to our values to improve client experience
and accelerate growth through the client lifecycle and buyer journey. We deliver this
through:
• Reliable metrics – consistent approach to getting feedback, both relational (NPS)
and transactional (CSAT).
• Insight – client journey performance, topics driving NPS and key actions to close
the loop on client issues.
• Operational infrastructure – Best-in-class experience management suite
(Qualtrics) used to run surveys and provide real-time trends and insight.
• Drive business growth – Trigger actions based on negative feedback. A formal
process of closed loop actions in addition to acknowledging promoters.
•
Executive oversight workgroup. Quarterly review meeting on issue resolutions, action
planning for wider macro topics.
Suppliers
•
We believe it is important to have two-way communication with our suppliers. We
strive to foster better relationships with our suppliers, keeping them updated on our
requirements, as well as assisting with e昀케ciencies, quality, insight, costs and reliability.
•
We have implemented a Supplier Code of Conduct which sets out the standards and
responsibilities that RWS expects its suppliers to adhere to when working with RWS.
Community
78
•
The Group partners with three institutions in India to improve medical support,
education and nutrition and, contributed £48,893 to these causes during the period.
•
The Group supports local organisations through its community initiatives and
donations. Our RWS Foundation’s Türkiye and Syria Earthquake Appeal raised £7,536
from colleague donations and donated £5,000 to the Disasters Emergency Committee
Earthquake fund and a further £4,000 each to the Turkish Red Cross and AHBAP
charity in Türkiye. The RWS Foundation also made further donations of £5,000 UNICEF,
the UN’s Children’s Fund. The RWS Foundation seeks to involve the colleagues in the
various countries in which RWS operates in charitable organisations and causes.
•
We also promote foreign language learning actively through school and university
partnership programmes, including RWS Campus (our global university programme)
and the RWS Scholarship Programme with the University of Manchester.
RWS Holdings plc — Annual Report 2023 GOVERNANCE REPORT
