Social Responsibility Report 2015
Extracted ESG KPIs
KPIs are organized by ESG aspects.
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2015 | Report Pages |
|---|---|---|---|
| Breakdown of staff's age: 30 or below | persons | 3211 | 14 |
| Breakdown of staff's age: 30 or below (percentage) | 67.0% | 14 | |
| Breakdown of staff's age: 31-40 | persons | 875 | 14 |
| Breakdown of staff's age: 31-40 (percentage) | 18.2% | 14 | |
| Breakdown of staff's age: 41-50 | persons | 573 | 14 |
| Breakdown of staff's age: 41-50 (percentage) | 11.9% | 14 | |
| Breakdown of staff's age: 51 or above | persons | 136 | 14 |
| Breakdown of staff's age: 51 or above (percentage) | 2.8% | 14 | |
| Breakdown of staff's educational qualification: College | persons | 1084 | 14 |
| Breakdown of staff's educational qualification: College (percentage) | 22.6% | 14 | |
| Breakdown of staff's educational qualification: College or below | persons | 2891 | 14 |
| Breakdown of staff's educational qualification: College or below (percentage) | 60.3% | 14 | |
| Breakdown of staff's educational qualification: Master or above | persons | 156 | 14 |
| Breakdown of staff's educational qualification: Master or above (percentage) | 3.3% | 14 | |
| Breakdown of staff's educational qualification: Undergraduate | persons | 664 | 14 |
| Breakdown of staff's educational qualification: Undergraduate (percentage) | 13.8% | 14 | |
| Decrease in satisfaction of toll collection staff compared to previous year | percentage points | -3 | 17 |
| Female staff as percentage of total staff | 43% | 14 | |
| Number of management and professional staff | 1664 | 14 | |
| Number of toll collection staff | 3131 | 14 | |
| Signing rate of labour contracts with staff | 100% | 14 | |
| Total number of employees | 4795 | 14 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2015 | Report Pages |
|---|---|---|---|
| Overall staff turnover rate of the Headquarters | percent | 25% | 17 |
| Turnover rate of management staff | percent | 3% | 17 |
| Turnover rate of toll collection staff | percent | 30% | 17 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2013 | 2014 | 2015 | Report Pages |
|---|---|---|---|---|---|
| Complaints regarding the operation | 538 | 1190 | 928 | 12 | |
| Consultation via phone | times | 356000 | 442000 | 605000 | 12 |
| Overall customer satisfaction index | 82 | 83.6 | 12 | ||
| Reasonable complaint rate | per 100000 vehicles | 0.064 | 0.044 | 0.059 | 12 |
| Total annual complaint rate | per 100000 vehicles | 0.469 | 0.88 | 0.726 | 12 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2015 | Report Pages |
|---|---|---|---|
| Number of comments and recommendations collected from staff by Headquarters | 33 | 17 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2015 | Report Pages |
|---|---|---|---|
| Overall satisfaction of management staff | percent | 71% | 17 |
| Overall satisfaction of toll collection staff | percent | 61% | 17 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2015 |
|---|---|---|
| Number of Employees Aged 30-50 | persons | 1448 |
| Number of Employees Aged Above 50 | persons | 136 |
| Number of Employees Aged Below 30 | persons | 3211 |
| Number of Female Employees | persons | 2062 |
| Number of Total Employees | persons | 4795 |
| Percentage of Employees Aged 30-50 | % | 30.1 |
| Percentage of Employees Aged Above 50 | % | 2.8 |
| Percentage of Employees Aged Below 30 | % | 67 |
| Percentage of Female Employees | % | 43 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2015 |
|---|---|---|
| Turnover Rate of Total Employees | percent | 25 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2013 | 2014 | 2015 |
|---|---|---|---|---|
| Complaint Growth Rate | % | 121.01 | -22.02 | |
| Satisfaction Rate of Customer Complaint Handling | 82 | 83.6 | ||
| Total Number of Customer Complaints | 538 | 1190 | 928 |