Non Financial Key Performance Indicators:

Key Performance Indicators	2008	2009	2010	2011
CO₂ emissions	133	118	106	105
Water consumption	13.74	12.93	12.42	11.75
Colleague engagement	n/a	70%	70%	72%
Colleague enablement	n/a	68%	68%	69%
Sales colleague retention	54.6%	63.5%	64%	65%
Service colleague retention	74.2%	74.4%	75.9%	72%
Customer satisfaction	n/a	n/a	19%	6%*
State of Service	88.5%	98.1%	97%	98%
Number of Lost Time Accidents	1.82	1.53	1.72	1.44

CO2 emissions – calculated as tonnes per £m turnover on a company wide basis.
Water consumption – calculated as litres used per kilogramme of product processed in all European plants.
Colleague engagement and colleague enablement scores based upon all surveyed across the company. Scores are calculated by Hay Group based upon answers to questions within the annual survey.
State of Service is the total number of service visits performed divided by the total number of visits due.
Sales/Service colleague retention is the reciprocal of total heads leaving in the year as a percentage of the head count at the beginning of the year.
Customer satisfaction is measured using the Net Promoter System, represents the net balance of those customers promoting our service compared with those neutral or not promoting.
State of Service is the total number of service visits performed divided by the total number of visits due.
Number of Lost Time Accidents – based on work-related injury or illness to a colleague which results in them being absent from work for one day/shift or more per 100,000 hours worked across the company.
Customer satisfaction is measured using the Net Promoter System, represents the net balance of those customers promoting our service compared with those neutral or not promoting.
* CVC score for 2011 is based on a more extended measurement (including City Link and Initial Facilities) than for 2010