Employees
It is our colleagues who bring our culture and values to life every day. We want them to feel engaged in our purpose and see how their efforts make a difference to our business and beyond. We share important updates with our colleagues through leadership, townhalls and other internal communications, and carry out surveys at least annually to measure engagement and sentiment. Guided by feedback from our surveys, we identify how we can improve the employee experience.
Suppliers
Our suppliers are vital to us delivering our products and achieving our strategic and sustainability objectives. We strive to build strong relationship. We have a team of 13 people based in our key sourcing countries, whose role is to help monitor the standards detailed in our Supplier Code of Conduct and build collaborative relationships with them. We do this through our Twinings Community Needs Assessments (TCNA) for tea and herbs and our Factory Monitoring and Improvement Programme (FMIP) for Tier 1 suppliers.
Consumers
As consumers buy our products, it’s essential that we understand their needs and ever-evolving lifestyle trends, so that we can continue to innovate and create high-quality products that are accessible, enjoyable and responsive to their expectations. We engage with consumers to gather their feedback and insights through our website and social media channels, as well as customer services, focus groups, consumer research and in our flagship retail store in London.
Customers
As an international business we have a large customer base in more than 120 countries. As well as selling direct to consumers, we serve distributors, retailers, hotels, restaurants and more. How we engage varies by customer type and market, but we aim to have a close collaborative relationship with our customers, understanding their needs and those of their consumers.
Communities and environment
We’re working hard to do business in a responsible way that supports the fair treatment of workers and promotes care for the land. We focus on listening directly to the people who grow, pick and produce our tea and herbs, as well as their wider communities.
External organisations
We’re a member of many industry bodies and membership organisations related to the tea and herbs industry, giving us access to expertise, best practices and emerging trends. Alongside this, we work closely with NGOs to understand local issues and challenges, helping us in our ambition to deliver lasting change in line with our sustainability commitments.