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26 SUSTAINABILITY @ LIDL STAKEHOLDERS1,2 We believe that two-way communication and collaboration is vital for positive impact and progress. Customers As stated in our vision, ensuring customer satisfaction is at the heart of everything we do. We value our customers and depend on their feedback to ensure we are delivering on what is most important to them. Outside of our materiality assessment, we commission quarterly research to investigate their perception and understanding of our CSR initiatives. We also conduct regular in-store and online surveys to gain insight on specific projects or trials relating to CSR e.g. In-Store Recycling Stations and Reusable Fruit and Vegetable Bags. Our dedicated customer rewards app is a new and additional channel for continued customer feedback and insights. Suppliers We believe in building long-term relationships. Many of our suppliers have been working with us since we opened our doors in Northern Ireland in 1999 and in Ireland in 2000. We value their feedback and engage regularly with them on raw material certifications, human rights, ethical trade and environmental standards. Led by our Responsible Sourcing Manager we have launched a new Supplier Engagement Programme dedicated to supporting their sustainability journeys through feedback, insight and collaboration. Employees Our colleagues drive our business and our positive impact. We offer multiple channels for colleagues to share feedback and ideas; intranet, employee app, employee magazine, IdeasHub. We regularly engage all colleagues via our employee app on topics relating to CSR for their feedback e.g. reusable Bags for Life, Assistance Dog Sponsorship and feeding into our materiality. Our CSR representatives also act as our local ambassadors for CSR and community impact gathering business wide feedback and insights for all initiatives. Partners – We work with our business partners to contribute positively to local communities. Our partners range from government departments, charity organisations, clubs, membership networks, and industry reporting bodies e.g. Business in the Community Ireland and Northern Ireland, Bord Bia, Retail Food Waste Form, Retail Customers Community Suppliers 1 GRI 102-21, 2 GRI 102-40, 3 GRI 102-12 Partners Employees Our Key Stakeholders For all our stakeholders, we offer opportunities for feedback and requests through numerous channels such as our website, social media channels, customer app, stores and dedicated customer service team based in our Head Office in Tallaght. Waste Action Group. Through regular forums, networking, workshops and meetings, we harness these partnerships to their full potential. Partner feedback and collaboration is necessary for shared learning, opportunity, market development and growth.3,4 Communities –We are present in hundreds of communities across the island of Ireland. Recognising this reach, we engage regularly with members of the community, local councils and community groups through formal and informal contact e.g. directly through our store colleagues, community initiatives and commissioned feedback forums. This ensures we are communicating directly with the communities in which we operate. RESOURCES Protection of Ecosystems Animal Welfare Standards Environmental Protection: Supply Chain SUPPLY CHAIN Employment Related Supplier & Market Human Rights Development Corporate Environmental Management OPERATIONS Employee Responsibility Responsible Products CUSTOMER Transparency Social Value Responsible at Point of Sale Creation Communication