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Why this is important to SGS

GRI Content: G4-DMA

Our economic performance is of significant importance to our business and our stakeholders, as it directly influences our ability to maintain a long-term, profitable business and to distribute wealth - through salaries paid to employees, as taxes to government, as donations to charitable causes and as profit, dividend and reserves to our investors.

Managing our economic performance is contingent on our ability to satisfy our customers’ needs and to understand their preferences, while upholding standards of professional excellence and effective management of our relationships with clients. Intrinsic to this, is our ability to monitor and improve customer satisfaction levels. Customer satisfaction is monitored through various mechanisms, including customer satisfaction surveys (such as Voice of the Customer), formal and informal feedback via client management meetings, the tracking of on-time delivery through our Lab Excellence program, and customer care shared services. 

While economic value is an important indicator of our financial success and our contribution to national wealth in the countries we operate in, we believe that SGS needs to look beyond its economic value and take account of all the positive and negative effects that we have on society. We recognize that stakeholders increasingly want to understand how companies reconcile financial value with the positive and negative effects that their business activities have. See Our Value to Society for more detail on what we are doing to evaluate our wider contribution to society.

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