2020 Sustainability Report

arrow blueCommitted to using financial, natural and human resources wisely without compromising the ability of future generations to meet their needs

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[graph id=100]

Customer Satisfaction Index
100
80
60
40
20
0

72.5

 

81.9

 

85.9

 

87.8

 

89.8

 

93.0

 
FY 2015FY 2016FY 2017FY 2018FY 2019FY 2020

[graph id=101]

Net Promoter Score
75
60
45
30
15
0

39

 

40

 

42

 

47

 

47

 

46

 

50

 

57

 

61

 

67

 
NOV 2015MAY 2016NOV 2016MAY 2017NOV 2017MAY 2018NOV 2018MAY 2019NOV 2019FY 2020

[graph id=102]

Corrective Action Rate*
3
2.5
2
1.5
1
0.5
0

1.9

 

-

 

-

 

1.6

 

-

 

-

 

1.3

 

-

 

-

 

1.0

 

-

 

-

 

1.0

 

2.7

 

1.4

 

0.9

 

1.3

 

1.0

 
FY 2015FY 2016FY 2017FY 2018FY 2019FY 2020
RIPS NA
   
APAC
   
EMEA

[graph id=103]

Order Reliability Rate*
99.80
99.75
99.70
99.65
99.60
99.55
99.50

99.61

 

99.7

 

99.75

 

99.8

 

99.8

 

99.8

 
FY 2015FY 2016FY 2017FY 2018FY 2019FY 2020

[graph id=104]

Customer Complaints*
1000
900
800
700
600
500
400
300
200
100
0

593

 

 

 

433

 

 

 

389

 

 

 

350

 

 

 

330

 

298

 

959

 

277

 

137

 

685

 
FY 2015FY 2016FY 2017FY 2018FY 2019FY 2020
RIPS NA
   
APAC
   
EMEA

[graph id=105]

Employees by Region
Europe, the Middle East and Africa
North America
Asia Pacific
Latin America

[graph id=106]

Employees by Role
Operations
Professional
Facilities/Engineering
Transportation/Logistics (4%)
Sales (3%)
Administrative (1%)
Other (0.9%)
Management (0.1%)

[graph id=107]

Europe, the Middle East, & Africa

[graph id=108]

Latin America

[graph id=109]

Asia Pacific

[graph id=110]

North America

[graph id=111]

Permanent Employees

[graph id=112]

Female Employees

[graph id=113]

Women in Management

[graph id=114]

International Senior Executives

[graph id=115]

Colleague Health & Safety
MCR
   
LWCR

89.1%

Performance Development Review Completion

Eligible colleagues completed their annual Performance Development review, reviewing their competencies and planning against their competency frameworks.

59%

Reduction in Customer Complaints

Since 2014 in our RIPS North America business - a signal of our commitment to quality and customer service.

~16,000

Colleagues

Our people—principled, intelligent and reliable—reaffirm our reputation for integrity every day with their every action.

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