Customer satisfaction
What it is: The percentage of our customers who rate their experience as occupiers of our buildings as ‘good’ or ‘excellent’ as opposed to ‘poor’ or ‘average’. Our customers are at the heart of our business and we strive to ensure
that we are providing the best level of service possible to maximise customer retention.
Our performance: Satisfaction as an occupier of our buildings was rated as ‘good’ or ‘excellent’ by 85 per cent of the 286 customers who participated in the 2022 survey (2021: 90 per cent). The continued high satisfaction rate
reflects our focus on communication, being responsive and understanding the needs of our customers and is particularly pleasing given the cost pressures that some of them
are under (including recent increases in rents). We intend to target similarly high levels in the future. 98 per cent of our customers said that they would recommend SEGRO to others.
Employee engagement
What it is: We carry out an employee survey (annually from this year) asking all our people to comment on various aspects of their work at SEGRO. We share the results of this with the Board, Leadership team and all our people.
Our performance: Our 2022 employee engagement score was 91 per cent and 94 per cent of employees said that they are proud to work at SEGRO and care about its future. 94
per cent of employees felt that SEGRO respects individual differences.
Embodied carbon emissions
What it is: The largest source of carbon emissions within our control is the embodied carbon in our newly developed buildings. Within our science-based targets, we are committed to reducing the average carbon intensity of all new developments by 20 per cent by 2030 (compared to a 2020 baseline of 400 kgCO2e/m2 ). We calculate this metric
based on completed developments over the past two years for which a life cycle assessment has been completed.
Our performance: The average embodied carbon intensity in our development programme was 353 kgCO2e/m (2021: 391 kgCO2e/m) reflecting a 12 per cent improvement from the 2020 baseline. We reduced this by trialling low carbon or recycled materials, including concrete, steel and timber
across multiple projects.
Corporate and customer carbon emissions
What it is: Our corporate and customer carbon emissions cover our own operations under Scope 1 and 2 and our customer emissions under Scope 3. We have visibility of
two-thirds of the energy use from our buildings by floorspace. For buildings where we do not receive data we have estimated energy use. Within our science-based targets, we are committed to reducing the absolute corporate and customer carbon emissions of our portfolio by 42 per cent by 2030 (compared to a 2020 baseline of 312,115 tCO2e), in line with a 1.5 degree scenario.
Our performance: During 2022, we reduced the corporate and customer emissions of our portfolio to 272,218 tCO2e (2021: 280,575 tCO2e), reflecting a 13 per cent improvement from the baseline. This reduction was largely
due to greater visibility of energy use and also the type of energy (renewable) sourced by our customers.
Visibility of customer energy use
What it is: Under the terms of most of our leases we do not have automatic visibility of customer energy usage data. We recognise the importance of having good visibility of this data so we can accurately assess our Scope 3 emissions and help our customers to reduce their own carbon footprint as well as improving their energy efficiency. We are therefore
proactively engaging with our customers, requesting access to this data and have introduced green clauses requiring energy use visibility to all new leases.
Our performance: The visibility of our customers’ energy use improved to 68 per cent (2021: 54 per cent) of our total property footprint by area.
Number of Community Investment Plans
What it is: The target for the Investing in our local communities and environments pillar of our Responsible SEGRO framework is to create and implement Community Investment Plans (CIPs) for every key market in our portfolio by 2025. As we are at an early stage of this programme the KPI involves the number of plans created. Once the plans are in place in most markets, this KPI will evolve towards
measuring their impact.
Our performance:During 2022, we launched our first ten CIPs, including one in every Business Unit: Heathrow, Park Royal, East London, Slough, East Midlands, Coventry, Northampton, Paris, Łódź, and Düsseldorf.
