Established in January 2010, the Charter is designed as a living document to benchmark and measure the success of our company, in particular providing transparency in the level of service that we promise customers and as a means to hold ourselves accountable. As well as being an integral part of our approach to continuous improvement, our Charter acts as a catalyst for active engagement with our associates and suppliers, who are an integral part of creating, sustaining and improving our customer experience.
The service promises contained within the Charter stem from listening to our customers and identifying their key drivers of satisfaction. In a world where the pace of change often appears relentless and having consistently met our promises in full, it is inevitable that our customer's drivers of satisfaction may alter over time. To that end, our updated Charter and promises was launched in 2015.