Key Performance Indicators

Measuring achievement in 2016

The Board uses Key Performance Indicators (KPIs) to judge progress towards strategic objectives. They are grouped within three categories: Colleagues, Customers and Shareholders. The group’s progress against these KPIs is shown below.

Colleagues

Explanation 2016 Results 2015 Results
Health and safety (H&S) lost time through accidents (LTA) rate
Defined as work-related injury/illness resulting in employee absenteeism for one day/shift or more (excluding day/shift in which the accident occurred). Number of lost time accidents expressed as rate per 100,000 standard working hours. 0.62 0.77
Sales colleague retention
Total sales staff retained in year as a percentage of sales and service headcount at start of year. 78% 77%
Service colleague retention
Total service staff retained in year as a percentage of sales and service headcount at start of year.
85% 82%

Customers

Explanation 2016 Results 2015 Results
State of service
Total number of service visits performed divided by total number of visits due. 98% 97%
Customer satisfaction (Customer Voice Counts)
Measured by implementation of an average Net Promoter Score across all branches, including in-year acquisitions. CVC score represents the net balance of those customers promoting our service compared with those neutral or not promoting.
38% 33%
Customer retention
 Total portfolio value of customers retained as a percentage of opening portfolio. 86% 85%

Shareholders

Explanation 2016 Results 2015 Results
Ongoing revenue growth
Revenue with disposals and business closures removed and includes revenue from acquisitions at CER. +12.6% +6.5%
Ongoing Operating Profit
Adjusted profit before tax, interest and amortisation with disposals and business closures removed expressed as a percentage of total revenue. +11.5% +9.1%
Free cash flow (at AER)
Cash flow before acquisitions, disposals, dividends and discontinued operations. £156m £148m