Our long-term performance indicators.
Our performance over five years.
Performance
Our responsible business performance indicators are published each year in our Annual Report and in this online Responsible Business Report. Performance against these indicators is reviewed on a regular basis by the Board, Executive Leadership Team and within operational and functional leadership meetings.
In this section you will find our five-year performance tables which can be downloaded as a single pdf.
Our five-year performance – download this sectionHealth and Safety
26% improvement in LTA, 23% improvement in WDL.
| Health and Safety | |||||
| Indicators | 2020 | 2019 | 2018 | 2017 | 2016 |
| Lost Time Accidents (LTA) | 0.39 | 0.53 | 0.63 | 0.58 | 0.63 |
| Working Days Lost (WDL) | 8.46 | 10.99 | 14.77 | 11.65 | 16.14 |
The LTA rate is calculated as the number of lost time accidents (injuries and illnesses) per 100,000 hours worked. The WDL rate is calculated as the number of working days that colleagues could not work because of lost time accidents (injuries and illnesses) per 100,000 hours worked.
Colleagues
1.7% improvement in colleague retention.
| Colleagues | |||||
| Indicators | 2020 | 2019 | 2018 | 2017 | 2016 |
| Total colleague retention* | 88.6% | 86.9% | 86.9% | 83.2% | n/a |
| Sales colleague retention | 87.7% | 85.3% | 82.1% | 77.3% | 78.2% |
| Service colleague retention | 86.9% | 86.1% | 85.1% | 76.0% | 84.8% |
| Colleague enablement | 79% (90% response rate) | 78% (87% response rate) | 74% | ||
| Colleague engagement | 79% (90% response rate) | 77% (87% response rate) | 73% | ||
* Measured as part of the Employer of Choice programme, 12-month annualised basis.
Customers
State of Service reduction reflects customer premise lockdown during the pandemic.
| Customers | |||||
| Indicators | 2020 | 2019 | 2018 | 2017 | 2016 |
| State of Service | 89.4% | 97.2% | 97.9% | 97.8% | 97.7% |
| Customer Voice Counts | 45.5 | 44.5 | 43.0 | 44.0 | 37.6 |
| Customer Retention | 84.5% | 86.2% | 85.9% | 85.7% | 85.8% |
Environmental
Carbon emissions efficiency index improved by 8.1% year on year and has improved by 22.5% over five years.
| Environmental (CER per £m of revenue) | |||||
| Eco-efficiency indicators | 2020 | 2019 | 2018 | 2017 | 2016 |
| Index of energy & fuel derived CO2 emissions | 77.55 | 84.37 | 84.89 | 97.64 | 100 |
| Absolute values of energy and fuel-derived emissions – tonnes of CO2e | |||||
| Type of scope | 2020 | 2019 | 2018 | 2017 | 2016 |
| Total scope 1 | 169,755 | 173,140 | 160,024 | 164,745 | 149,597 |
| Total scope 2 | 15,390 | 17,031 | 16,282 | 17,513 | 14,209 |
| Total scope 3 | 43,052 | 43,548 | 40,255 | 39,905 | 35,309 |
| Total outside scope | 5,769 | 5,768 | 5,238 | 5,084 | 4,519 |
| Total – all scopes & outside scopes | 233,966 | 239,487 | 221,799 | 227,247 | 203,634 |
Index of CO2emissions – calculated as an index of kilograms per £m revenue on a constant exchange rate (CER) basis, providing an accurate like-for-like performance comparison, removing the variables of currency and divestments and acquisitions. The baseline year for this index is 2016.
| Total energy consumed (Global) | |||
| ‘000s kWh | 2020 | 2019 | 2018 |
| Vehicle fuel | 658,704 | 656,475 | 601,957 |
| Property energy | 129,454 | 153,886 | 153,499 |
| Total | 788,158 | 810,361 | 755,456 |
| % of which energy consumed in UK | 11% | 10% | 10% |
Our total energy consumption is calculated using electricity purchased (kWh) and fuel volumes converted to kWh using the UK Government GHG Conversion Factors for Company Reporting.
| Workwear | |||||
| Emissions and water usage | 2020 | 2019 | 2018 | 2017 | 2016 |
| Kilograms of CO2 emissions per tonne processed | 272.65 | 271.71 | 267.92 | 266.80 | 265.90 |
| Water usage per unit washed – litres per kg | 9.90 | 9.54 | 9.70 | 9.07 | 8.56 |
| Workwear | |||||
| Destination of Waste | 2020 | 2019 | 2018 | 2017 | 2016 |
| Recycling | 32% | 24% | 33% | 45% | 47% |
| Recovery – Energy | 26% | 30% | 12% | 9% | 7% |
| Landfill | 24% | 30% | 39% | 23% | 36% |
| Incineration | 18% | 16% | 16% | 23% | 10% |
| TOTAL (tonnes) | 1,232 | 1,899 | 1,487 | 1,685 | 1,474 |
| Energy derived (Tonnes of CO2e) | |||||
| Source of emissions | 2020 | 2019 | 2018 | 2017 | 2016 |
| Direct GHG emissions* | 217,332 | 221,069 | 204,163 | 208,321 | 188,420 |
| Indirect GHG emissions** | 16,633 | 18,419 | 17,637 | 18,926 | 15,214 |
* Relating to the combustion of fuel and the operation of any facility.
** Through the purchase of electricity, heat, steam or cooling.
| Fumigation derived (Tonnes of CO2e) | ||||
| Source of emissions | 2020 | 2019 | 2018 | 2017 |
| Direct GHG emissions | 605,442 | 548,449 | 363,339 | 481,390 |
| Indirect GHG emissions | 0 | 0 | 0 | 0 |
Communities
Does not include donations in kind which was the main focus for 2020 and increased significantly.
| Communities (£’000) | |||||
| Indicators | 2020 | 2019 | 2018 | 2017 | 2016 |
| Community donations | 184 | 206 | 202 | 213 | 171 |