Stakeholder engagement

The group’s engagement programme focuses on the following stakeholders who have an interest in the business or who could influence the business in a positive or negative manner.

  • Customers across the three trading brands
  • Shareholders and the broader investment community
  • Employees throughout the group
  • Suppliers of merchandise and services
  • Communities in which the group operates
  • Industry regulators

Stakeholder engagement is central to the group’s sustainability. Engagement aimed at establishing and maintaining mutually beneficial relationships not only limits risks to the business but creates opportunities to enhance revenue and performance, and ultimately ensures longer-term sustainability.

 

Stakeholder group Rationale for engaging Means of engaging Issues of engagement

Customers

Primary contact with customers is through the group’s 761 stores, their branch staff, branch manager and the call centres

  • Customers purchase
    household goods for cash or on credit
  • Customer loyalty and retention
  • Brand and product
    awareness
  • Sustainable revenue stream
    to generate returns to
    shareholders
  • Customer contact in stores
  • Media advertising
  • In-store promotions
  • Market research
  • Mystery shopper
    programme
  • High levels of customer
    retention
  • Improved credit offerings
  • Improved service levels

Shareholders and investment
community

CEO and CFO provide the primary engagement with shareholders and analysts

  • Ensure access to capital by attracting investors
  • Provide relevant and timeous information
  • Balanced analysis of the Company
  • Annual and interim results
    presentations
  • Integrated annual report
  • Investor website
  • Shareholder meetings,
    including annual general meeting
  • SENS announcements
  • Brokers conferences
  • Meetings with local and
    international investors
    and analysts
  • Trading environment
  • Performance 
  • Credit management
  • Store expansion
  • Capital management
  • Strategy
  • Regulation
  • Prospects

Employees

Employees’ primary contact is with line management and the human resources team

  • Attract and retain talent
  • Employee motivation
  • Increased productivity
  • Loyalty
  • Rewards
  • Electronic staff
    communications
  • Intranet
  • In-store review meetings
  • Regular meetings with
    unions
  • Teamtalk magazine
  • Induction and training
    courses
  • Highly trained and skilled staff
  • Performance-linked incentives and awards
  • Reduced staff turnover
  • Employment equity

Product Suppliers

The merchandise team have the primary contact with product suppliers

  • Securing reliable and
    sustainable supply of goods and services
  • Consistent quality of exclusive merchandise
  • Regular supplier meetings
  • Factory visits
  • Supplier audits
  • Service level agreements
  • Quality standards
  • Product availability
  • Product exclusivity
  • Pricing
  • Delivery lead times

Regulatory bodies

Senior management represent the group on industry forums and at regulator briefings and
work groups

  • Legislative and regulatory
    compliance
  • Sound governance
  • Statutory reporting
  • Regulatory submissions
  • Liaison with regulators
  • Membership of industry
    bodies and forums
  • Insight into regulatory
    changes
  • Submissions to draft
    regulation
  • Compliance
  • Statutory reporting
    and returns

Communities

Group CSI Manager co-ordinates the groups community involvement

  • Responsible corporate
    citizen
  • Community investment
    and upliftment through CSI programme and local support through stores
  • Continued investment
    in CSI programme
  • Store and staff involvement in CSI projects