Stakeholders’ Expectations Regarding Itella
Every day, Itella is in touch with hundreds of thousands of customers, employees, and partners. In 2011, we clarified their expectations of Itella with the help of customer satisfaction surveys, a personnel survey, and various kinds of daily feedback channels. The channels that enable interaction with customers include various kinds of customer meetings and events, in addition to customer satisfaction surveys. With regard to our personnel, the most important channels include the personnel surveys, the intranet, our staff magazine, and internal information events.
The following table presents Itella’s most important stakeholders and their expectations with regard to Itella. The table also includes information on the central tools and forms of interaction in 2011.
The materiality determination conducted in 2010 determined the following groups as Itella’s most important stakeholders: customers, personnel, owner, partners in terms of subcontracting, research and Itella’s industry, and the media. The subject matters raised by our stakeholders by way of the aforementioned interactive channels include the cooperation procedures related to our retrenchment program, the competitive situation in the market, the new Postal Act, the closures of postal outlets, the long-term build-up of the ownership value of state-owned companies, and the generation of socially and commercially sustainable results.
In 2010, we conducted a stakeholder survey the results of which allowed us to identify stakeholders and map their expectations. The respondents represented our customers, personnel, the media, political decision-makers, and our owner. These stakeholders did not change in 2011.