Environmental, Social and Governance Report 2021
Extracted ESG KPIs
KPIs are organized by ESG aspects.
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| Customer complaint closure rate | % | 98.6 | 44 |
| Number of customer complaints received by the Group | 833 | 44 | |
| Overall customer satisfaction | % | 88 | 44 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit |
|---|---|
| Direct GHG Emissions (Scope 1) | Tonnes of CO₂ equivalent (CO₂e) |
| Indirect Energy Emissions (Scope 2) | Tonnes of CO₂ equivalent (CO₂e) |
| Total GHG Emissions | Tonnes of CO₂ equivalent (CO₂e) |
| Total GHG Emissions Intensity (By Area) | Tonnes of CO₂ equivalent (CO₂e)/m² |
| Total Other Indirect Energy Emissions (Scope 3) | Tonnes of CO₂ equivalent (CO₂e) |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | A2.1 |
|---|---|---|
| Energy Consumption Intensity (By Area) | Tonnes of standard coal/m² | 0.039 |
| Percentage of Renewable Energy Consumption | % | 100 |
| Total Direct Energy Consumption | Tonnes of standard coal | 7.4 |
| Total Energy Consumption | Tonnes of standard coal | 110.6 |
| Total Indirect Energy Consumption | Tonnes of standard coal | 103.2 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit |
|---|---|
| Water Consumption | Tonnes |
| Water Consumption Intensity (By Revenue) | Tonnes/m² |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit |
|---|---|
| Number of Employees Aged 30-50 | people |
| Number of Employees Aged Above 50 | people |
| Number of Employees Aged Below 30 | people |
| Number of Female Employees | people |
| Number of Junior Management Employees | people |
| Number of Male Employees | people |
| Number of Middle Management Employees | people |
| Number of Senior Management Employees | people |
| Number of Total Employees | people |
| Percentage of Employees Aged 30-50 | percent |
| Percentage of Employees Aged Above 50 | percent |
| Percentage of Employees Aged Below 30 | percent |
| Percentage of Female Employees | percent |
| Percentage of Junior Management Employees | percent |
| Percentage of Male Employees | percent |
| Percentage of Middle Management Employees | percent |
| Percentage of Senior Management Employees | percent |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit |
|---|---|
| Turnover Rate of Employees Aged 30-50 | % |
| Turnover Rate of Employees Aged Above 50 | % |
| Turnover Rate of Employees Aged Below 30 | % |
| Turnover Rate of Female Employees | % |
| Turnover Rate of Male Employees | % |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit |
|---|---|
| Percentage of Trained Female Employees | % |
| Percentage of Trained General Employees | % |
| Percentage of Trained Male Employees | % |
| Percentage of Trained Middle Management | % |
| Percentage of Trained Senior Management | % |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit |
|---|---|
| Average Training Hours (Female) | hour |
| Average Training Hours (Male) | hour |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Complaints Handling Rate | % | 98.6 |
| Total Number of Customer Complaints | 833 |