47153 AG Barr Annual Report 2025 AW4 SQ WEB - Flipbook - Page 72
A.G. BARR p.l.c. Annual Report and Accounts 2025
CO R P O R ATE
G OVE R N A N C E R E P O R T
CO N TI N U ED
Key Stakeholder
Form of Engagement
Customers
We have regular engagement with our customers through The Board receives a commercial update at every Board meeting.
A formal review of customers and channels is presented to and discussed
virtual or face-to-face meetings, conferences and events.
Regular reviews of joint business plans take place to ensure by the Board annually.
that we are aligned on our shared goals.
Information on customer service levels, including performance against
During the year we engaged with customers in relation to customer service level KPIs, is included in the Board papers for every
meeting. Customer Case Fill (CCF) and customer satisfaction remain a key
key product launches. We also continued to engage with
focus of the Company, and the Company has worked hard during the year
customers on their views and attitudes towards plastic
to maintain good customer service levels. The Board also received updates
packaging and the planned UK DRS.
regarding customers’ data on their respective suppliers’ performance,
During the year we engaged with customers in relation
which indicated good customer service performance from the Company.
to the closure of the Barr Direct business and the transition
Throughout the year, the Chief Executive Officer and Chief Finance and
to a wholesale model.
Operating Officer provided the Board with updates after holding in-person
During the year, we engaged with our customers in
meetings with the executive teams of major supermarket customers and
relation to a planned price increase, with the aim of
senior management from other key accounts. Additionally, the Board
mitigating the impact of significant inflationary cost
enhances its understanding by conducting annual customer store visits,
pressures on the business.
which offer valuable insights into customer operations and inform its
Members of the Board conducted an English market tour. decision-making on the Group’s customer strategies.
Together with members of the Commercial team, they
Engagement with key customers during the year influenced the Board’s
visited a range of the Group’s customers, including
discussions and decisions regarding the Group’s annual budget process
supermarkets, cash and carry stores and independent
and long-term strategic planning processes, and directly influenced the
stores.
Board in its consideration of the Group’s strategies for discounters and
value retail, multipack card, and recycled PET (rPET), and its approval
of the key decision to close the Barr Direct business, in furtherance of
the Company’s wholesale strategy.
How This Stakeholder Group Influenced Board/Committee Discussions and Decisions
Customer feedback also influenced the Board’s key decision to continue
to support the Group’s environmental sustainability strategy, which is
being delivered through the ‘No Time To Waste’ programme, including
the delivery of a number of initiatives under the plastics and packaging
workstream. During the year, the Board also reviewed customer feedback
on product performance, packaging sustainability, and approved decisions
related to the Company’s packaging strategies.
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