Stakeholder engagement
Understanding value chain impacts and stakeholder expectations is critical to our long-term success.
We regularly engage with our stakeholders across a variety of formats, including face to face meetings, surveys and multimedia channels. Through this dialogue we can better inform our strategy, enhance our customer service and deliver sustainable growth.
Customer-centric culture
Customers and consumers are central to our business, whether sole traders, large multi-national fleet owners and their drivers, or policyholders of our insurance partners. We strive to provide the highest levels of customer service and a flexible range of mobility solutions to keep them mobile and focused on what is important to them.
We aim to build long-lasting customer relationships and collect feedback directly from partners and through surveys such as TrustPilot, which we review at both branch and business levels.
Mutually beneficial supply chain relationships
We seek to build mutually beneficial relationships with all our key supply chain partners, enabling us to focus on every step in the full supply chain and to operate efficiently.
We have responsible business and supplier policies and commit to working transparently and consistently. We engage often, including regular meetings to review performance and improvement plans, and collaborate where there are issues to improve delivery and customer service. Key partners and suppliers have designated account managers; dialogue increasingly includes reviews of sustainable alternatives for products and adherence to our policies.
Helping to shape mobility landscape
We look to engage with governments and regulators to maintain a constructive dialogue and ensure we understand an ever-changing landscape for mobility.
Policies relating to the EV transition is a key focus, together with operational safety compliance aspects and personal data handling. On policy matters we engage principally through our active participation with industry bodies including BVRLA in the UK and AEDIVE in Spain.
Building investor confidence
We are committed to promoting investor confidence and understanding, to enable both equity investors and lenders make informed decisions. We seek regular dialogue with market participants to communicate our strategy and business objectives and maintain regular dialogue with lending institutions.
The CFO maintains regular dialogue with key lenders of the Group. Engagement is supported by the award-winning corporate website. Our Executive Directors met with over 80% of our major active shareholders in FY2024, and we hosted an in-depth session on the Claims & Services division in January 2024.
Engaging with our people to improve employment experience
With over 7,900 people across three countries and at over 180 locations, our colleagues are central to our business performance and our ability to provide customer service. We are focused on attracting and retaining talent in competitive markets and ensuring colleagues fulfil their potential.
We promote a transparent, two-way communication approach with our colleagues through town halls, internal communications, and in-person events such as the recent leadership conference and other site visits. We also communicate formally through an Employee Engagement Forum, and the Have Your Say survey. We are continually looking to support our colleagues with appropriate development opportunities.
Positive community impact
We engage with the local communities in each major location we have a presence, including local schools, business groups and community organisations. We aim to positively impact our communities by encouraging our employees to volunteer locally, both individually and as part of team activities.
We seek out and engage directly with community group leaders and enterprises to determine how we can best support social and environmental projects. Activities includes the loan of vehicles, volunteering and fundraising activities.
Double materiality assessment
We have used this enhanced understanding of stakeholder interest, coupled with an evaluation of financial impact, to formulate a double materiality assessment. This approach considers materiality from two perspectives: first, the impact on ZIGUP’s financial value, and second, the environmental and social impact on a broad range of stakeholders.
Applying the lens of double materiality enhances the value of this assessment for both corporate reporting and strategy development. Material issues extracted from the assessment are detailed below with these particular examples demonstrating the duality of issues from an internal and external perspective.
Double materiality issues in focus
Environment
Climate change and action
We see significant commercial opportunities for the business in enabling the low carbon mobility transition for customers. Whilst climate change presents us with commercial opportunities, we must acknowledge that our fleet is still predominantly powered by internal combustion engines and is therefore creating significant environmental impact.
Social
Social mobility and diversity
The skills shortage is further exacerbated by a lack of diversity in the vehicle industry. Recruiting a more diverse workforce from all backgrounds will help us to address skill shortages and reduce social inequality.
Governance
Corporate governance and remuneration
The growing number of ESG governance and reporting duties being placed on large organisations results in associated financial costs and increase in corporate risk. Looking at these issues from an external perspective, if we link ESG performance into remuneration we can drive on more positive outcomes to stakeholders and society.
Understanding the link between inward and outward impacts of an issue will help us to develop a more effective ESG framework as well reporting on the issues in a more meaningful way to stakeholders. By identifying financially material issues we are able to advance priorities that are of the greatest concern to us as well as providing greater corporate transparency to our stakeholders.
- Challenge
- Opportunity
Social