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.
The Group’s manufacturing operations are responding to market demand and changing trading patterns. The focus remains on quality, on-time delivery and order accuracy
In 2021 there was a ... 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