Corporate Social Responsibility systems increase customer satisfaction

BT Group has been improving its environmental and social policies since 1990. According to its research, important factors in customer satisfaction and retention include image and reputation. BT allocates to one board member the responsibility for environmental affairs and puts Champions in each of its operation divisions. Reporting has been via Triple Bottom Line since 2001, environmental issues being based upon five KPIs; energy and water consumption, waste reduction, re-use and recycling, tra...

BPIR Categories

12.8 Develop and manage environmental performance measurement/information system
12.9 Implement sustainable business strategies
9.6.2 Manage employee satisfaction