Sustainability report 2019

25 $W $$. ZH SXW FXVWRPHUV ¿UVW 7KDW LV ZK\ ³2XU &XVWRPHUV´ LV WKH ¿UVW SLOODU LQ RXU PRGHO IRU VXVWDLQ - able growth. Through our unique co-development approach, we stay very close to our customers, which generally gives us a good understanding of their sustainability needs. The demand for solutions with stronger sustaina- ELOLW\ FUHGHQWLDOV LQFUHDVHG VLJQL¿FDQWO\ GXULQJ A large part of the dialogue with our customers was focused on understanding and developing solutions with the right sustainability credentials versus their needs. Our customer requirements on sustainability YDULHV VLJQL¿FDQWO\ DFURVV LQGXVWULHV UHJLRQV DQG customers. We see a higher demand for solutions with stronger sustainability credentials from our global consumer goods customers, our European and North American customers as well as our FXVWRPHUV ZLWKLQ WKH 3ODQW EDVHG )RRG &KRFRODWH and Cosmetic Industry. The key sustainability credentials were often related to our responsible sourcing practices for our many raw materials sourced from around the world. The most general requirement is the traceability of the raw material back to origin as this is the foundation for building additional credentials such DV YHUL¿HG GHIRUHVWDWLRQ IUHH SDOP RLO RU PDNLQJ UHDO social impacts on the ground as for our Kolo Nafaso activities in West Africa. In 2018, AAK conducted a global customer survey to assess whether we live up to our promise of being our FXVWRPHUV¶ ¿UVW FKRLFH IRU YDOXH DGGLQJ YHJHWDEOH RLO solutions. More than 2,000 con customers tacts were invited to participate in the survey. The response rate was high, and the input has provided us with key insights as to what we should do to further improve our abilities to deliver upon our customers’ expectations. A concrete action plan has been put into place across business areas, regions, segments, and customers. )RU $$. WKH ³DFW´ DVSHFW RI WKH VXUYH\ LV FUXFLDO WR show our customers that we are learning from the past and from their feedback. The survey also included questions regarding customers’ perception of AAK’s sustainability perfor- mance. The feedback was generally positive, and customers wanted to see an even more proactive approach from AAK. In 2019 we followed up with a stakeholder analysis in line with the GRI requirements to assess more VSHFL¿FDOO\ WKH PRVW LPSRUWDQW DVSHFWV RI VXVWDLQDELOLW\ to focus on from a customer and other stakeholder perspectives. The in depth insight from this analysis has helped us to design our new sustainability plan for 2020+. In early 2020, we will re-engage with our customers with a new survey to assess whether and to what extent we as a company have improved our customers’ H[SHULHQFH ZLWK $$. LQ JHQHUDO DQG VSHFL¿FDOO\ RQ sustainability. The right partner with the right sustainable solution Customer survey – We listen, we care, we act! Our aim is to support our customers in safeguarding their brands and in making the best possible sustainability choices. Therefore, we have put a lot of effort into ensuring that our Sales Managers and Customer Innovation Managers can be good spar- ring partners for our customers. This has been done through training and providing the right materials and tools to help them identify or develop the best solutions. Our many Customer Innovation Centers globally have also played a key role in ensuring that the solutions are right from a sustainability point of view and with regards to the right functionalities for our customers’ applications. Anne Mette Olesen &KLHI 6WUDWHJ\ 6XVWDLQDELOLW\ 2I¿FHU