Sustatainability report 2020 -1 1
SOCIAL CONDITIONS - COOPERATION WITH PARTNERS AND
STAKEHOLDERS In addition to our customers, Hedin Bil's most important stakeholders are our employees, owners, suppliers, general agents, municipalities and authorities. We always have an open and close dialogue with all our stakeholders. Hedin Bil is a complete supplier. As a dealer with over 30 car brands and a range of 50 rechargeable models, we have something for everyone. We help our customers with the entire car purchase, from finding the dream car, paying for it and then taking care of it. To offer our customers a simple life with the car, both before, during and after the purchase, we work together with a number of partners. Some are companies within our group, and some are companies we have long collaborations with. Together, we strive to give our customers added value in everything from big too small. Dialogue with our customers takes place primarily locally at our facilities and via social media. We measure customer loyalty on both Car Sales and Workshop Visits via our own NPS (Net Promoter Score) measurement. NPS is a measure that predicts how likely it is that a customer will buy again or tell a friend about the company. Via the survey, the customer is also given the opportunity to comment and provide us with additional information about their most recent visit to us. Collaboration with our employees takes place primarily through daily dialogue and employee conversations as well as union collaboration. When it comes to collaboration with other stakeholders, it takes place in various ways, for example through dialogue with our owners and through board meetings, through regular supplier meetings and participation in training and education. Collaboration with authorities takes place mainly through consultations in individual cases and in connection with inspections that take place at our facilities, 30 I.A. HEDIN BIL AB / SUSTAINABILITY REPORT / 2020