The focus of the Our Customers workstream is on making improvements at the business level, working in partnership with the people who understand their customers best.
Goal: All TUI Travel businesses will deliver good quality communications on sustainable development at each stage of the customer journey, based on robust customer research.
Board sponsor: Johan Lundgren, Managing Director, TUI Northern Region
We aim to achieve the workstream objectives by sharing best practice among TUI Travel businesses and developing a grading system to show businesses how they are doing compared to their peers. We will identify one person in each TUI Travel business to manage customer communications for sustainable development.
We will also develop and communicate Groupwide guidance on customer communications for sustainable development. This will be aimed at businesses which are not yet communicating with customers on sustainable development issues and will also act as a reminder for businesses that have recently started.
For some issues, particularly those that are sensitive or where ‘greenwash’ is a high risk, our businesses will require more direction. We will develop and communicate Groupwide guidance on these issues, beginning with carbon offsetting.
| Workstream objective | Performance indicators | Targets for 2008/09 |
| Extend and improve TUI Travel businesses’ customer communications on sustainable development. | 87% of businesses are communicating with customers on sustainable development issues (ref 1) | Ensure that all of TUI Travel’s consumer-facing businesses are communicating with their customers on sustainable development issues. Develop a grading system for customer communications and assess all TUI Travel businesses against it, to drive improvements in future years. |
| Share customer research on sustainable development from all our source markets. | 10% of TUI Travel businesses collect customer feedback on sustainable development issues (ref 1) | No specific target for 2008/09. |
| Establish Groupwide guidance on specific customer engagement issues. | 71% of TUI Travel businesses offer a carbon offset to customers (ref 1) | Identify major premises and Develop and communicate Groupwide guidance on carbon offsetting schemes. Identify additional customer engagement issues requiring Groupwide guidance. |
View All Downloads