We measure our success by tracking non-financial key performance indicators that reflect our strategic priorities.

Our responsibility in action

We continue to review the sustainability areas that are most material and relevant to our stakeholders and have set ourselves targets in those areas that are aligned to our corporate strategy.

Our progress against these targets is shared below and in our Annual Report & Accounts 2023.

Non-financial KPIs


Operational emissions

With the adoption of our new near-term absolute emissions reduction targets, we now measure our environmental performance against this. Operational emissions comprise our scope 1, scope 2 and scope 3 (business travel and employee commuting).

Why we measure it

We measure our carbon emissions to reduce our impact on the environment and increase operational efficiency. We track both location- based and marked-based scope 2 emissions.


2030: Reduce absolute scope 1, scope 2 and scope 3 (business travel and employee commuting) by 50% vs 2019 base line.

Environment KPI Chart from 2023 Sustainability Report

37% reduction in operational emissions (2019-2023).


Voluntary permanent employee turnover and employee engagement

Voluntary permanent leavers are employees who choose to leave the Group themselves. This does not include employees on a fixed-term contract.

Intertek ATIC Engagement Index – based on the key drivers of sustainable value creation and which measures engagement on a monthly basis in every operation with the following metrics: Net Promoter Score, Customer Retention, Quality, Voluntary Permanent Employee Turnover and Total Recordable Incident Rate.

Why we measure it

Ensuring employees are engaged is essential to talent retention and we measure and monitor this closely at a global and local level through our voluntary turnover rate.


We aim to keep our voluntary permanent turnover rate below 15% and increase our Intertek ATIC Engagement Index to 90.

Employees KPI Chart from 2023 Sustainability Report

Health & safety

Total Recordable Incident Rate (‘TRIR’)

Recordable incidents include medical treatment incidents, lost time incidents and fatalities per 200,000 hours worked.

Why we measure it

Recordable incidents include medical treatment incidents, lost time incidents and fatalities per 200,000 hours worked.


A reduction in incidents is an important measure of the effectiveness of our safety culture. It also lowers rates of absenteeism and costs associated with work-related injuries and illnesses.

Health and Safety KPI Chart from 2023 Sustainability Report

Diversity, equity and inclusion

Gender balance

Percentage of women in senior management roles (Group Executive Committee and their direct reports).

Why we measure it

We promote diversity in all its forms, including gender, age, sexual orientation and disability, as well as having an ethnic and social make-up that reflects broader society. Achieving better gender balance is a driver of progress.


2025: We aim to increase the proportion of women in senior leadership roles to 30%.

Diversity KPI Chart from 2023 Sustainability Report

Customer satisfaction

Customer focus

Average number of Net Promoter Score ('NPS') interviews carried out each month.

Why we measure it

Customers are our priority. Since 2015, we have used the NPS process to listen to our customers. These insights give us a deep understanding of what our customers need and want, fuelling our innovations.


We will continue to aim to conduct at least 6,000 NPS interviews per month.

Customer Satisfaction KPI Chart from 2023 Sustainability Report


Compliance training

Completion of annual compliance training by eligible employees (online or face to face, when available) during the training window.

Why we measure it

Our commitment to the highest standards of integrity and professional ethics is embedded in the Group’s culture through the integrity principles set out in our Code of Ethics. Every year, to support continuing understanding in this area, our people are required to complete our comprehensive training course.


We aim to achieve 100% completion of our annual compliance training by eligible employees.

  1. Eligible employees include those with access to the Lucie training platform and those receiving compliance training face to face. New joiners complete training throughout the year as part of their induction.
Compliance KPI Chart from 2023 Sustainability Report

Sustainability Disclosure Index

The 2023 Intertek Sustainability Disclosure Index is complementary to our published reports and sets out how our latest disclosures map to our own Total Sustainability Assurance standards, the Global Reporting Initiative (‘GRI’) and applicable Sustainability Accounting Standards Board (‘SASB’) requirements.