| Customers want value, personalisation, and trustworthy advice and service. We want to know how we are performing so we can deliver unparalleled products and services. | - Value for money
- Customer service
- Convenience
- Range
| - Service Revolution
- The 'H' Factor
- Stores Fit to Shop
- 21st Century Infrastructure
- Click with the Digital Future
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| Colleagues | | |
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| Our colleagues are fundamental to the achievement of our customer experience ambitions. | - Career opportunities
- Pay and conditions
- Training and development
- Innovation
- Colleague engagement
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| Suppliers | | |
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| Our brand relies heavily on the high standards of our carefully selected suppliers in order for us to deliver market-leading products and services. | - Quality management
- Cost efficiency
- Ethical Trading policy
- Speed to market
- Security of supply
| - Far East trading office developing mutually beneficial relationships
- Logistics efficiencies and environmental management
- Supplier conferences
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| Investors | | |
| As a publicly listed company we need to provide fair, balanced and understandable information to instil trust and confidence and allow informed investment decisions to be made. | - Future-orientated information
- Risk information
- Operating and financial performance
- Dividend
- Access to management
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| Communities | | |
| We aim to contribute positively to the communities and environment in which we operate. | - Impact of Group activities on the wider community
- Developing future customers
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| Media | | |
| As a business-to-consumer company, we need strong omnichannel exposure to connect with customers and our wider stakeholder audience. | - Reliable range, product and pricing information
- Transparency of reliable and timely Group information
| - Product videos and peer reviews
- TV and radio advertising campaigns
- Email and PR customer engagement
- Improving Twitter, Facebook and YouTube content
- Monitoring and responding to comments and concerns on social media channels
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| Government | | |
| Policies and regulatory changes may provide both opportunities and risk to our operations. Working closely with the Government ensures that our products and services evolve. | - Transport policies and schemes
- CO2 reduction strategies
| - Cycle to work policy campaigning
- DAB Radio working groups
- Driver training and vehicle safety enhancements
- Engaging with VOSA, DVLA, TSI, ASA and HSE
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