Page 6 An engaging Partnership


An engaging Partnership
We believe that being a responsible retailer means respecting the interests of all our stakeholders. This involves listening to them and actively responding to their concerns, as well as being honest in our expectations and fair in the reporting of our performance. Here, we outline some of the ways we actively involve our key external stakeholders in shaping our CSR vision and programmes.


Customers
We encourage opinions, both positive and negative, from customers by providing clear contact information and gathering views directly through focus groups, surveys and online feedback forms.

In late 2007, we commissioned Ipsos MORI to conduct opinion research about CSR issues and consumer behaviour, to better understand Partner and customer views on CSR issues and the level of importance they give them. This involved 13 focus groups comprised of customers and non-customers, Partners, managers and Partnership Councillors.
The survey revealed that the most important issues of relevance to John Lewis were packaging, waste and recycling, and responsible sourcing, both in terms of labour standards in the supply chain and the sustainability of products and materials.

"I would assume that if a product doesn't have the relevant information, then it wouldn't be recyclable."
Customer 55+, Norwich
"You need to have massive signs so you know everything there is ethically sourced" If it's just on individual labels, you won't look."
Customer 25-40, London
"You're a big organisation, so you should have the resources to do spot checks on suppliers."
Customer 55+, Norwich


Suppliers
As well as day-to-day communications with our suppliers, we:
>engage with them through conferences, partnered projects and workshops
>undertake supplier-centred initiatives such as our Responsible Sourcing programme (see page 23).

Our weekly Partnership-wide magazine the Gazette also features articles on suppliers, which allow us to showcase their CSR credentials and how we work closely with them through long-term, mutually beneficial partnerships.

"Our aim is to sell 100% natural products. At the moment, we still need to buy things in, but eventually everything will be made from recycled materials."

(Picture of Tracy Russell decoration manufacturer, Big Decs )


"We pride ourselves on having products made in Scotland. The fact that we are a British company is strongly in our favour, as people are aware of the 'green miles' involved when something is imported."

(Picture of Linda McDonald jewellery maker)