Our customer promise

We believe our customer promise contributes significantly to our success.

Employees in our customer service centres and retail stores are the frontline of our business. Their knowledge and skills make our business successful, and we try to ensure they are well equipped and motivated to serve and advise customers well.

In 2007 we operated four customer service centres, 394 owned retail stores and a further 72 franchised outlets.

Our corporate and small-to-medium-sized (SME) customers are also important to us. In the UK we have introduced dedicated account managers to support them.

We provide training and employment conditions that directly involve employees in our customer strategy. And we try to involve them in the social challenges that our customers most care about.

These include:

• Safeguarding vulnerable users and customers.
• Ensuring customer satisfaction.
• Operating ethically and fairly.

We are proud of our customer satisfaction scores which remained ahead of competitors in 2007. We constantly try to improve our scores and use our customer promise to guide us.