We aim to promote sustainable developments on all stages of our value chain.
That is why we not only consider the impact of our own business activities but also address the ecological and social impact of our upstream supply chain. We also account for the downstream impact of our services and solutions on the environment and society.
To factor sustainability into our daily work, we have established processes and control systems with non-financial key performance indicators.
Our value chain
We focus on the following factors throughout the value chain: information security and data protection, service reliability, innovation, service quality and a high degree of compliance and integrity.
How we measure our progress
- Sustainable growth based on a high share of recurring revenues - We measure our progress based on the share of recurring revenues and R&D expenses as a share of total revenues
- Robust core processes are safe, energy-efficient and automated - We monitor whether there have been any breaches of information security and data protection, how effectively our data centres use energy (“PUE” figure), the size of our footprint (GHG emissions) and how rapidly processes move from receipt of the order through to receipt of the respective payment.
- Satisfied and innovative employees: first-hand information - Surveys help us to determine how satisfied our employees are with their working conditions, further training, identification with the company and its culture. In future, we plan to measure their willingness to recommend our company to others. Using the net promoter score (NPS), this will be based on their response to a single question: “How likely would you be to recommend us as an employer to a friend?”
- Consistent customer focus: recording actual satisfaction - We have regularly surveyed our customers for years now. Like with our employees, we record both the NPS and a wide range of topics which together provide information about the actual level of satisfaction. The questions refer to the portfolio, its degree of innovation, service quality and the customer experience along all touch points.
Rapid response capacity of portfolio: broad-based assessment - To record our progress in this area we will refer in future to a wide spectrum of key figures. These will range from the share of revenues attributable to digital sustainability solutions through to customer perceptions of our innovative capacity and the contribution we make to their sustainability.
Sustainability key figures