Customer service / health & safety
Why is this KPI important?
Customer centricity is a key strategic priority. Customer service lies at the heart of the Marshalls brand.
Marshalls is committed to meeting the highest health and safety standards.
Despite the impact of COVID-19, the combined customer service measure averaged 94 per cent throughout 2020.
In 2020 there was a 12.2 per cent reduction in days lost from workplace incidents compared with the target benchmark.
• Quality, service and reliability
• Brand reputation
• Further COVID-19 disruption
• Consistency of standards
• Regulatory controls
• Investment in operation network
• Extended COVID-19 restrictions
• Mental health and
• Customer centricity strategy
• Digital trading
• Embedded culture –
The Marshalls Way
• Compliance procedures
• Employee training