Aviva 2007 Annual Report Download - page 74
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Please find page 74 of the 2007 Aviva annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.Customers
With our core purpose to provide prosperity and peace
of mind to our customers, it is vital that our corporate
social responsibility agenda is at the heart of the way
we interact with our customers – in our vision and values,
our strategies, our products and our services. In laying
a strong foundation, our group customer policy directs
uncompromising standards of commitment to customers
from everyone.
In 2007, we continued to focus on embedding
“customer-centricity” in our culture; a common dashboard
of customer indicators, led by the Net Promoter Score®*.
This was developed to provide a framework on which
all businesses will report to the executive committee and
Board their progress in improving the customer experience.
Additionally, performance against customer targets help to
determine senior management bonuses across the group.
We also launched the customer and employee centricity
“wiki” – an online knowledge sharing and discussion tool
– as a forum for “agents of change” to share best practice
across the group. In April 2008 our ambition is to further
build on this by launching an orchestrated programme
of activities focused on customer centricity.
At a local level, our businesses continue to innovate
for our customers. We encourage you to read our CSR
report to be published in 2008, which highlights some
unique best practice from around the world on this agenda.
Suppliers
We understand that our suppliers play an important
role in ensuring that we continue to meet the needs of
our customers and the delivery of our services to them.
The embedding of CSR in the Aviva global purchasing
policy means that we have identified our benchmarks
and expectations on each procurement activity and can
influence our large supplier base to deliver this. More
importantly we can ensure that post contract award these
principles continue to be delivered and enhanced rather
than eroded.
Externally, Aviva UK procurement is leading the
development of a standard financial services supply chain
approach. This is being driven through the Financial Services
Purchasing Forum CSR Sub-group of the Chartered
Institute of Purchasing and Supply, chaired by Aviva.
By employing a consistent approach and message
across financial services procurement we simplify the
achievement of CSR objectives for ourselves and our
suppliers and, through greater leverage and co-operation,
we should be able to effect positive change quickly with
30 financial services peer organisations working with
us on this initiative.
Aviva plc
Annual Report and
Accounts 2007
Business review continued:
Employees and responsibility continued
70
Business
review
Aviva ‘Best in Class’
for carbon disclosure
In 2007, Aviva was honoured as
“Best in Class” for our approach
to climate change disclosure
in a report released by the
Carbon Disclosure Project (CDP5),
a coalition of over 315 global
investors with more than
$41 trillion (£20 trillion) in assets.
In the report, Aviva was included
in the “Climate Disclosure
Leadership Index” (CDLI),
a prestigious roll of honour for
global corporations addressing
the challenges of climate change.
The CDLI comprises 68 FTSE500
companies that show distinction
in their responses to the Carbon
Disclosure Project survey based
on their reporting of greenhouse
gas emissions and assessment
of climate change strategies.
* Net Promoter is a registered trademark of Satmetrix Systems, Inc.,
Bain & Company and Fred Reichheld.