Customer Question Time (CQT) meetings take place in all our stores around the world. For example, this year 1,500 customers in Hungary and 9,000 customers in the UK have attended CQTs. They help us to identify and respond to changing customer needs – for example in the UK, customers told us that they do not like throwing carrier bags away, so we increased the carrier bag recycling facilities in our stores and introduced degradable carrier bags.
This year we held a CQT on disability. Feedback from the session, which went to the Tesco Board, has helped us to better understand the shopping patterns of our disabled customers, their requirements for parking spaces in our car parks and the need to train our staff to recognise disabilities. During 2005, we will be holding CQTs hosted by disability organisations each quarter.
Public attitudes to Corporate Responsibility
Every year we commission an independent survey of public attitudes in the UK to Corporate Responsibility and to Tesco. The findings of more than 2,000 face-to-face interviews carried out in July and August 2004 were that:
We take this as powerful evidence that we are doing a good job in our efforts to be responsible and a valued member of society. However, we recognise that there are areas in which we can do better, and we are focusing our efforts on these.