1 Net promoter score is the number of promoters (giving a score of 9 or 10) minus the number of detractors (giving a score of 0 to 6) in our client care survey, expressed as a percentage.
2 Data includes energy consumption and business travel where available and covers 73 percent of our employees. We follow a standard procedure to handle missing data entries for energy consumption and business travel. Where data is not available, we use the monthly consumption for the month in the previous year. If this is not available, then we use the average monthly consumption for the current reporting year. If no data is available for the current year, we use the average monthly consumption for the whole of the previous year.
We have re–stated our scope 2, scope 3 and total emissions for 2015–16 because more accurate data has since become available.
We have applied UK Government 2016 emissions factors (Department for Business, Energy and Industrial Strategy, 2016, https://www.gov.uk/government/collections/government-conversion-factors-for-company-reporting) and IEA 2015 emissions factors for electricity consumption in non-UK offices (www.iea.org) and will update accordingly when 2016 and 2017 factors become available. Scope 1 (direct) carbon emissions include natural gas, gas oil and fuel associated with company car travel. Scope 2 (energy indirect) carbon emissions include electricity consumed or purchased on behalf of tenants (less than 1% of scope 2 emissions). Scope 3 (other indirect) carbon emissions include business air, rail and private car travel.
3 Data includes offices where we have both energy and business travel recorded and covers 60 percent of our employees. We follow a standard procedure to handle missing data entries for energy consumption (see notes above). We apply emissions factors as detailed above.
4 We have restated the 2015–2016 percentage of green office supplies. In 2016–2017, we widened the scope of this measurement to include PPE and print categories within the UK, which are not included in previous years. We also reduced the percentage of green office supplies in 2016–2017 because of lower paper use, which is included in green spend, due to environmental printing initiatives such as follow-me printing and communication campaigns.