Tesco 2009 Annual Report Download - page 32

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30 REPORT OF THE DIRECTORS
Tesco PLC Annual Report and Financial Statements 2009
Customers
This year hundreds of thousands of customers have told us what they
want from an ‘Every Little Helps’ shopping trip. We’ve held over 200
‘Customer Question Time’ forums in our stores in addition to many
other focus groups. We have also launched ‘Shopper Thoughts’, a
proprietary online panel of 64,000 customers who provide us with rapid
and detailed feedback on everything from the range of products we sell
to the friendliness of our staff. Our latest trial feedback initiative is
called Fizzback, which allows customers to tell us what they think via
free text message, phone, email or comment card. Clubcard also helps
us to understand what our customers want, whilst allowing us to thank
them for shopping with us – this year we gave away over £400 million
in Clubcard vouchers. We have national loyalty card schemes, based
on Clubcard, in Ireland, Malaysia, South Korea and China and pilot
schemes in Slovakia, Poland, Thailand and Turkey.
We don’t always get it right but we try to make our customers’ shopping
trip as easy as possible, reduce prices where we can to help them spend
less and give them the convenience of shopping when and where they
want – in small stores, large stores or online.
Employees
With 470,000 staff in 14 countries, we play an important role in creating
employment, fostering skills and generating economic development.
Our people are our most important asset and never more so than in the
current economic environment. Looking after our staff so that they can
look after our customers is one of the core values of the business. We
are committed to providing market-leading working conditions for our
staff and we encourage our suppliers to do the same.
Training and development
We are committed to developing our people to bring out the best in
everyone and do what we can to enable all our people to reach their
potential. All our staff have access to training programmes and personal
development planning to ensure that they have the right skills to do
their job.
Diversity and inclusivity
We strive to provide an inclusive environment where all difference is
valued, people are able to be themselves, enjoy coming to work and
realise their full potential, regardless of their gender, marital status,
race, age, sexual orientation, creed, ethnic origin, religion or belief,
or disability.
In the UK, we offer our staff a market-leading package of pay
and benefits:
Employee share schemes
Through share ownership and share incentive schemes, over 170,000
of our people have a personal stake in Tesco. Staff were awarded shares
worth a record £91 million last May under our Shares in Success scheme.
52,000 staff were able to benefit when Save As You Earn schemes
matured in February, giving them access to shares worth £126 million.
Resources and relationships
Customer Question Time
We have been holding forums in our stores in Europe to ask
customers how the economic slowdown is affecting them.
170,000
Over 170,000 of our UK staff have a personal stake in Tesco
through our share ownership and share incentive schemes.