ProfitKPI202120222023Target 2024Target 2030Customer satisfaction(Net Promoter Score)403758.716585Average CIR score(Continuous ImprovementReview)*4938474350Average Maturity score*6961625570* Numbers in red indicate that the target was not met.* UK entities’ data has been removed from previous years.* CIR = The Continuous Improvement Review is a systematic approach for objectively evaluating theadoption of The Riwal Way, assessing key success factors for a continuous improvement culture andidentifying business improvement opportunities for a depot. The CIR requirements are adjusted andmade more stringent every year.* As of 2022, the Maturity Scoring system is put in line with the CIR scoring system and has morestringent requirements.38
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