How we do it The value we create Our focus areas are reviewed every year by the We create long-term economic and social value for our Board and keep us on track and focused during stakeholders. the year ahead. OUR FOCUS AREAS CUSTOMERS SUPPLIERS Improved customer serviceContinued to support By focusing in the following six areas, and experience, despite oursuppliers and improve we aim to improve our customer proposition stores being closed for overauditing standards. at pace. one third of the year. + 4.2%pts >99% Supplier invoices paid 0 Sustainability YoY increase in customer netpromoter score (NPS).within agreed terms. 1 Productdevelopment STORE COMMUNITIES SHAREHOLDERSRecommenced ordinary Deepened engagement dividend and declared 2 Customer through our store special dividend. Facebook groups and work understanding in our local communities.100.0 pence £580k Total dividend. 3 Shoppingexperience Raised for charity bycolleagues and the Group. 4 Data andinsight COLLEAGUES ENVIRONMENTWe worked with Carbon Trust to set challenging We invested in our Scope1, 2 and 3 emissions 5 Post sales colleagues’ social and retargets. financial wellbeing experience throughout the year. 20% £3.1m reduction An additional tCOe/£1m Group revenue2 ‘thank you’ bonus paid.reduction FY21 versus FY20. MORE INFORMATION PAGE 30 SUSTAINABILITY FROM PAGE 40 DUNELM GROUP PLC ANNUAL REPORT & ACCOUNTS 2021 29 STRATEGIC REPORT GOVERNANCEFINANCIAL STATEMENTSOTHER INFORMATION