• Definition
• Our approach to CR
• Key impact areas
  - The environment
  - Investing in the community
  - Life at work
  - Our external stakeholders
  - Being a responsible investor
  
• CR report
• CR Committee
• Contacts

   

  
  

Stakeholder engagement - key performance indicators and targets for 2007

1. Customers
2. Government
3. Media
4. Analysts/Investors
5. Distribution partners
6. Shareholders
   

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1. Customers

Measures:

1. High customer satisfaction
   
   
2. Low customer complaints
   
   
3. Effective communications with customers
   
   
4. Responsible selling/lending to customers
   
   
5. Selling products/services that take into account customers’ needs

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2. Government

Measures:

1. How aware the Government is of Standard Life
   
   
2. Relationship with key individuals
   

Target:

To assist with and give opinions on policy development, to support government initiatives, which either benefit our customers or the wider community.

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3. Media

Measures:

1. How aware the media is of our business and us
   
   
2. How easy it is for the Media to access information about Standard Life
   
   
3. Relationships made with members of the press
   
   
4. Achieve positive coverage for SL Group across all key media
   
   
5. Position Standard Life favourably in ‘new media'.
   

Target:

To build relationships with the regional, national and trade media in order to assist them in understanding Standard Life’s business and development better.

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4. Analysts/Investors

Measures:

1. Measure the breadth of IR service through the variety of communication channels we use

2. Frequency of communications: number of results announcements, presentations, roadshows, trading statements, investment seminars, one to one meetings, group meetings, telephone calls, email correspondence, teleconferences and video conferences.

3. Number of investors, potential investors, and sellside analysts contacted, broken down by results announcements, group presentations, roadshows, investor seminars, one to one meetings.

Target: No targets.

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5. Distribution partners

Measures:

1. Our distribution partners rate Standard Life highly and are happy to recommend our products and services to their clients

2. Our distribution partners value our strong relationships and integrity and our product and service proposition in asset gathering.

Target: No targets.

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6. Shareholders

No measures or targets have been set.