SEA places fundamental importance on the opinions of the general public. The stakeholder relations policies undertaken by the Group involved the introduction and consolidation over time of tools for the understanding and involvement of stakeholders, through which the company can garner opinions, attitudes and evaluations in relation to its image, the satisfaction with services provided, the quality of relations with the public and in relation to development projects.
In the last two years SEA has significantly improved the range of tools for the involvement of stakeholders in its sustainable development policies.
The stakeholder engagement activities currently operate on 3 principal fronts:
- customer satisfaction surveys, carried out quarterly and targeting passengers and cargo operators, in pursuit of the quality objectives indicated in the respective “Services Charters”;
- the annual survey of the “business sensitive” stakeholders (airlines, retailers, cargo operators, suppliers, public administrations, the business community, credit institutions and the media);
- the multi-stakeholder workshop, carried out for the first time on March 7, 2012 and designed to be implemented regularly with the objective to start a systematic dialogue with the principal stakeholders in relation to innovation and development projects of the company and on the manners in which they impact the competitive, social and environmental aspects.