The customer relations strategy created in 2009 was expanded and deepened in 2010. The customer relations strategy defines the models and processes used in customer relations management to meet customer needs and build deeper and enduring customer relationships.
In 2010, the most important activities were the expansion and deepening of the energy efficiency scheme, the launch of environmental certification processes in selected properties, the definition of a technical concept for a low energy office building, updating the corporate responsibility goals in design guidelines for property refurbishment, increasing environmental communications targeted at customers, the WWF’s Green Office label for Sponda’s head office and active participation in development projects in the industry.
Personnel skills and know-how are prerequisites for success
Reaching our goals and succeeding in daily work requires skilled, healthy and committed personnel. Investments are made in the personnel’s training and well-being at work. In 2010, personnel training concentrated on enhancing customer service and communications training on environmental issues.
Job satisfaction amongst Sponda’s personnel is measured regularly, and in 2010, the ratings were once again very high. Sponda’s particular strong points include a positive corporate image, trust in the management’s skills, clear operations, goal-oriented approach in the individual’s own business unit and managers’ leadership skills. The aim is to use continuous development for keeping job satisfaction at a high level in the future as well.
In addition to personnel, Sponda’s social responsibility covers other stakeholders, such as authorities, subcontractors, organizations and the media. In addition to customer service, customer relations highlight creating a safe and healthy work environment for the customer.
Spondability applies to Russia as well
Sponda complies with the same corporate responsibility principles both in Russia and in Finland. The company’s corporate governance, internal audit, risk management, human resources management and responsibility principles and guidelines also apply in Russia.
In 2010, the corporate operations handbook, defining Sponda’s way of operating, was introduced in Russian offices. Significant progress has also been made in environmental issues: In 2010, Sponda’s energy efficiency scheme extended to Russia where energy reviews were carried out and energy consumption information was gathered from properties. In 2011, properties will be set energy efficiency goals and required measures.