Message from Graham Beale
Our approach
- Our approach
- About Nationwide
- Sustainability strategy
- The year in brief
- Hot topics
- Stakeholders
- Governance & accountability
- Benchmarking & reporting
- Policies
Members
Employees
Community & society
Environment
Suppliers & partners
Products
Economic impact

Stakeholders

Our stakeholders are all those who have an interest in how we run our Society, including employees, members and customers, communities, suppliers, government, regulators, non-governmental organisations, trade associations and media.

Stakeholder panels

For the second year running, in conjunction with the Corporate Citizenship Company, we convened a stakeholder panel in February 2007 to gain feedback on our sustainability reporting. The stakeholders were drawn from corporate responsibility and industry organisations, academics and community partners. The panel’s feedback highlighted areas of good practice which we will continue to build on, and also areas in which we still need to improve: click to see the panel’s feedback and how we have addressed it.

In September 2007 we held a second panel to provide a forum where a wider range of stakeholders could engage directly with Nationwide at a senior level. This provided an opportunity for Nationwide to receive feedback on sustainability policies, risks and opportunities and performance indicators. Participants, some of whom were from consumer organisations, also commented on how Nationwide was perceived by customers in relation to sustainability. The results of this consultation will be analysed and used where appropriate to inform our sustainability activities.

Customer feedback

This year we are carrying out specific research on members’ and customers’ attitudes to a range of sustainability issues. Results and actions arising from this research will be provided in next year’s Better Society report. We also consult with our customers on an ongoing basis to gain feedback on our services, and to be aware of customers’ needs and expectations. We speak to around 30,000 customers every year as part of our Customer Experience Tracker and another 30,000 on other research projects.

We hold monthly TalkBack sessions with our employees and conduct an annual employee survey, ViewPoint, to understand their views and issues.

Click to see a list of our stakeholders.

"Nationwide’s reporting is in the “top band in terms of readability, relevance and coverage”. (Summary of stakeholder panel review of Better Society 2006)