RWL-CSR-Report-use-mail - Flipbook - Page 36
Profit
KPI
2020 2021 2022 Target 2022 Target 2030
Customer satisfaction
(Net Promoter Score)
71
64
44
65
85
Average CIR score
(Continuous Improvement
Review)*
50
49
38
50
50
Average Maturity score*
62
69
61
55
70
* Numbers in red indicate that the target was not met.
* 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 were adjusted in
2021, hence a lower score in 2022 - only 50% of depots were able to conduct the CIR this 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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