What are their issues and how do we engage with them 

Our key stakeholders include clients and their customers, shareholders, suppliers, our employees and local communities. We carry out formal reviews of our priority impact areas with our stakeholders, to ensure that we have identified the areas that matter most to them.

In 2010, we again consulted with key stakeholders, including using stakeholder surveys, meeting regularly with investors and participating in socially responsible investment (SRI) surveys.

The feedback we received confirmed our belief that we are continuing to focus on the right areas, summarised in the diagram below.