ESG Report 2022 single pages web - Flipbook - Page 18
Sustainability (continued)
OUR PEOPLE
Regular meetings, in person and online, take place to share
strategy, keep colleagues updated and seek feedback.
The Group conducts engagement surveys annually
– the response rate in FY22 was 85%.
Communication and dialogue are vital within RWS – it is
encouraged anywhere and can take place everywhere
– at Group, divisional and local levels. It includes all
types of communication and consultation between RWS
colleagues on all manner of topics including business
direction and performance, operational matters, social
issues, environmental concerns, well-being and various
other areas of common interest.
This year we established a clear rhythm of cascading
annual, quarterly and monthly communications
throughout the Group. Our 'RWS Hub' (intranet), launched
last year, is now well established as a source of connecting
information across the business, and serves as a key
platform for systematically communicating significant
news and events relevant to the entire organisation on a
regular and reliable basis. The RWS Hub is complemented
by connected communications frameworks within
our divisions, all of which have their own established
processes for both disseminating Group-relevant
information and communicating more specific divisional
and local initiatives.
Diminishing Covid-19 restrictions in many territories have
allowed us to re-establish face-to-face communications,
such as in-person town halls and small group briefings, as
a reliable channel within our communications ecosystem.
This means critical initiatives are now communicated
in a ‘blended’ format utilising both virtual channels like
the RWS Hub and our 'Inside RWS' newsletter and inperson forums to ensure the highest levels of employee
engagement and input.
See pages 34 to 43 for more information.
OUR CLIENTS
We are proactive in building long-term relationships with
our clients and have a proven track record in doing so.
We work closely with them to understand their
requirements and put teams in place that meet their
specific needs.
The open channels of communication we like to maintain
with our clients help us anticipate their needs and preempt and/or immediately address possible areas of
concern and always remain alert to identifying areas for
streamlining our processes and continuous business
improvement.
RWS runs a central experience management
programme for clients. The RWS ‘voice of the customer’
programme aims to generate an accurate and consistent
understanding of our clients and suppliers to build better
experiences and positive business outcomes across the
Group. The RWS ‘voice of the customer’ programme
ensures a continuous and neutral approach to listening
and learning – turning client feedback into actionable
insight enabling us to understand the core drivers of client
behaviours to act upon and improve business KPIs such as
renewals and referrals, supporting organic growth.
During FY22 we also engaged with clients seeking their
feedback on ESG materiality.
See page 56 for more information.
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RWS — ESG Report 2022
SUSTAINABILITY
