RWL-CSR-Report-2023-use - Flipbook - Page 38
Profit
KPI
2021
2022
2023
Target 2024
Target 2030
Customer satisfaction
(Net Promoter Score)
40
37
58.71
65
85
Average CIR score
(Continuous Improvement
Review)*
49
38
47
43
50
Average Maturity score*
69
61
62
55
70
* 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 the
adoption of The Riwal Way, assessing key success factors for a continuous improvement culture and
identifying business improvement opportunities for a depot. The CIR requirements are adjusted and
made more stringent every year.
* As of 2022, the Maturity Scoring system is put in line with the CIR scoring system and has more
stringent requirements.
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