Shareholders' Letter

See
www.swisscomnature.ch/
CRblog
Public
Media
Dialogue with stakeholder groups, action areas
Responsibility
in the supply chain
Employees Partners/NGO
Employer’s
positioning
People in need
Suppliers
Legal
compliance
Access for all
Environmentally friendly
products and services
Media competence and
protection of minors
in the media
Energy-effi cient
infrastructure
Renewable
energy
Low-radiation
communication
Authorities and
legislator
Customers
Shareholders and
creditors
Swisscom fosters dialogue with all relevant stakeholder groups. This can take place via electronic
media, over the phone, through surveys, at information events or working sessions, road shows,
conferences, in customers’ homes or directly in Swisscom Shops. In 2010, as in previous years,
Swisscom directly incorporated the concerns of stakeholder groups in a number of specific projects.
Swisscom’s main stakeholder groups are as follows:
> Customers: Residential customers are systematically polled to determine their needs. Customer
relationship managers are present at customer touch points in order to gauge customer
needs at first hand. A quarterly survey on sustainability is conducted among corporate customers.
Since the Green ICT campaign was launched, Swisscom’s rating as a sustainable
telecommunications provider has improved by 7% in customer surveys. Swisscom maintains
regular contact with consumer organisations in all linguistic regions of Switzerland, runs electronic
forums and writes blogs, including an environmental blog launched in 2006 and a cor-
porate responsibility blog launched a year ago.
> Employees: Once a year, Swisscom conducts an employee satisfaction survey and organises a
round-table discussion with employee representatives. All employees who come across dubious
accounting practices are called on to report these via the company’s established whistle blowing
process. The Board of Directors’ Audit Committee acts as an internal reporting office.
> Suppliers: Once a year, the Key Supplier Day offers procurement organisations the opportunity
to meet their most important suppliers. At the end of March 2010 Swisscom presented its first
Supplier Awards to supply partners for innovation, cooperation and sustainability. As part of
the supplier relationship management system, the procurement organisations engage in discussions
with their supply partners on subjects such as the results of evaluations, target agreements
and performance fulfilment.
> Shareholders and external investors: In addition to the Annual General Meeting, analyst presentations,
road shows and regular teleconferences allow shareholders to discuss issues with
Swisscom. For a number of years, Swisscom has also been fostering contact with numerous
external investors and rating agencies in the area of sustainability.
Management Commentary 78 | 79
Corporate Responsibility