Customers

Across the group customer satisfaction is monitored and analysed in a number of ways, including considered responses to complaints, readership surveys, customer interviews and other processes to ensure we receive timely and relevant feedback from our customers.

There are also a number of standard-setting bodies that have established codes to which DMGT's consumer media division adhere including the Press Complaints Commission's and the Code of Practice of Newspaper and Magazine Publishing.

Responding to audience needs

Remaining in touch with the diverse groups who make up our communities, so as to reflect their interests and champion their causes, is critical to DMGT's continued success.

Customer satisfaction is monitored and handled in a number of ways, including timely responses to complaints, readership surveys and other processes to receive feedback actively from customers.

Within the established editorial framework, editors and journalists have the freedom to operate as appropriate. Compliance with editorial standards is strictly monitored within the divisions in several ways, including compliance committees, editorial responsibility, compliance audits and training.

Suppliers

We are aware of the responsibility we have along the supply chain, in particular for newsprint, one of our largest purchases. We continually review the environmental credentials of paper suppliers and the sourcing of their products.

Where virgin fibres are used in paper manufacture, we require that the forests are certified either by the Forest Stewardship Council or the Pan European Forestry Commission, who run schemes that provide credible guarantees that the product comes from well managed forests. DMGT sources its paper mainly from European mills, all of which hold the environmental management standard ISO14001. In line with the Newspaper Industry Materials Committee policy, the group sources 64.1% of its virgin fibre products from managed sources.

Some of our businesses have supplier policies. For example, a policy produced by Landmark Information states that the company believes in sourcing goods and services from suppliers who operate in an ethical way.

A&N Media aims to acquire goods and services from reputable companies with a sound financial and ethical background, ensuring where possible goods are obtained from sustainable sources. We aim to work with organisations that share our principles and aspirations.