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John Lewis Partnership plc Sustainability Review 2014


29 OUR CUSTOMERS


We value our position as a trusted brand and aim to secure customers’ loyalty through outstanding service and choice. It’s key to our success.


Why it’s important


– The Partnership Constitution states: ‘The Partnership aims to deal honestly with its customers and secure their loyalty and trust by providing outstanding choice, value and service’.


– As a trusted brand, we see ourselves as advocates for encouraging positive, long-term behaviour change in society and we see the role of our Partners as ambassadors for this. Our actions every day and programmes supporting healthier, more sustainable lives help us fulfil this role and continue to earn our customers’ loyalty and trust.


Challenges


– We aim to help customers through clear information and labelling about the sustainability and health benefits of the products they buy. Measuring and understanding customers’ reactions and the resulting impact on behaviour change is something we’re striving to do, so we can fully assess the benefits of different types of customer engagement.


“We have worked hard to reduce our food waste and are proud that none of this goes to landfill. We want to help our customers reduce their food waste too and that is why we fully support the Love Food Hate Waste Campaign.


Together, we can tackle it.” Laura Strangeway, Manager, Sustainability and Ethical Sourcing, Waitrose


THE JOHN LEWIS PARTNERSHIP


OUR PRODUCTS AND SUPPLIERS


OUR CUSTOMERS


OUR ENVIRONMENT


OUR COMMUNITIES


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