Our Customers and Sustainability

Customer Focus

How are we going about it?

A comprehensive customer survey is regularly conducted. The key metric, The Net Promoter Score (NPS), is measured by the customer and rolled up and recorded at the Business Group level. Year over year changes are highlighted. NPS ratings improvements are part of Management Incentive Performance (MIP) objectives.

What have we achieved?

Surveying of customers has continued over the past year. Processes for responding and managing identified areas for improvement are now being embedded in the organisation.
The number of customer surveys conducted has increased year over year, from 961 in FY 2007/08 to 2,125 in FY 2008/09.

Actions taken in response to customer feedback

Customers of Amcor’s Australasian Business suggested during the FY 2007/08 survey that they would prefer a single point of contact for all their packaging needs. This lead to the implementation of a Key Account Management structure, with a dedicated team assigned to those customers who purchased more than one type of packaging. During the FY 2008/09 survey, participants were universally optimistic that the key account managers will improve Amcor’s responsiveness.

Within Amcor Flexibles Food, several actions were taken in response to feedback gathered during the Voice of Customer surveys. The customers that were most dissatisfied were all contacted and meetings organised, resulting in specific individual actions. In many cases the customer was also invited to the Amcor site supplying their packaging.
New Key Performance Indicators (KPI) are being introduced to monitor the monthly performance of Amcor Flexibles Food manufacturing sites with regard to customer care. One of these KPIs is CCFR – Customer Complaint Frequency Rate. This includes complaints contributed by sales executives on behalf of customers. It is expected these KPIs will be in used for the FY 2009/10 period.

Customer communication and feedback

In addition to the formal Voice of the Customer market research, Amcor maintains a company-wide harmonised customer database. This means that information about the accounts is available to Amcor co-workers who need that information in order to better serve the customer.
Customers can also provide feedback and ask questions via the Contact Us form on our website, www.amcor.com, or via telephone or fax. These ad hoc contacts are not formally measured or tracked.
Customers (and others) are able to report misconduct by Amcor co-workers through the third party reporting service. This service is operated by Deloitte Forensic (a division of Deloitte Touche Tohmatsu).
Amcor’s approach to customer privacy is detailed in our Privacy Policy

Customer Engagement about Sustainability

We engage customers about sustainability through either one-to-one customer collaborations or public events.
At the request of customers, we have become B members of Sedex (the Supplier Ethical Data Exchange), which facilitates reporting of labour standards, health and safety, business integrity and environment through the supply chain. As much as possible we are using the Sedex system to respond to customer requests for information about our business practices and ethics rather than responding to individual requests, as this streamlines the reporting process and ensures consistency of information.

Public information sharing

Our intention to participate in the public sharing of information about sustainable packaging continued this year. This took the form of presentations to customers and presentations or representation at trade shows and conferences.
Whilst in FY 2007/08 instances of sustainability information sharing numbered 13, this increased dramatically to over 160 in FY 2008/09, indicating a high level of stakeholder interest in the topic and keen participation by Amcor representatives. Examples include:

• Amcor’s sustainability seminars covered a broad spectrum of topics, including climate change, carbon footprint, food waste, packaging optimisation as well as bio-based and compostable materials; and
• Participation in the Australian Food and Grocery Council Sustainability Seminar Series, the 1st Exergy, LCA and Sustainability Symposium, the Ethical Investor Expert Panel, the Excellence in Industrial Water Conference, the Carbon Footprints in Your Supply Chain program and the Product Stewardship Conference in Australia, where we presented on ‘The Role of Packaging in Product Stewardship’.