Cooperation with our stakeholders

Continuous engagement with our stakeholders is an important way to develop our operations, and we monitor its results regularly.

In all stakeholder cooperation, we adhere to our Code of Conduct as well as to local and international commitments and legislation. Our key stakeholders are current and potential customers, current and potential employees, shareholders, investors, financiers, partners, opinion leaders and the media.

Our business segments have the main responsibility for customer relations and the business segments’ procurement professionals for our partner network. Our Group functions are responsible for relations with shareholders, investors, financiers and the media. Both business segments and Group functions are responsible for relations with industry associations, decision makers and authorities.

Continuous dialogue

In 2015, our stakeholders were particularly interested in our financial situation and in our operating environment, especially in the development of the Russian and Finnish housing markets. Other topics of discussion included the development of services and solutions as well as our revised strategy.

As a significant employer and buyer of services, we engage in a continuous dialogue with local authorities and decision makers. At the planning and launching phase of large construction projects and during projects we also arrange hearings and town hall meetings for those stakeholders whose daily lives will be affected by our projects.

We regularly collect customer feedback, which enables us to develop our business in the right direction. 

During the reporting year, we renewed our Finnish housing sales website in order to offer our customers an easier way to learn about our offering. In addition, we renewed our Swedish, Norwegian, Danish, Estonian, Latvian and Lithuanian websites. Our target is to provide even better online service to different stakeholders and to offer a consistent overview of our products and services in all of our operating countries.

As for personnel-related developments, we launched an online personnel magazine that is published in all our operating countries.

Due to the cost-saving programme initiated in 2014, we did not sign any new sponsorship or cooperation agreements during the year 2015.

We monitor the results of stakeholder cooperation annually

In order to develop our operations, we measure the results of stakeholder cooperation regularly.

Our most important Group-wide surveys are:

  • The net promoter score (NPS)
  • The employee survey
  • The employer image survey
  • The public image analysis

In 2015, we conducted a net promoter score survey that measured our customers’ satisfaction with Lemminkäinen on the basis of their willingness to recommend our services to their colleagues and friends. The survey was taken by customers from all of our operating countries.

The customers considered our strengths to include, for example, our personnel’s expertise and the ease of doing business with us. Areas for improvement included the handling of problems and complaints.

More information about the employee survey 2015 can be found on Social responsibility.

Our stakeholders

Stakeholder

 Expectations

 Actions in 2015

Industry associations, such as the Confederation of Finnish Construction Industries RT and Infra Contractors Association in Finland

  • Continuous development of the industry
  • Promoting common interests
  • Active participation in associations’ work, work groups and projects
  • Harri Kailasalo, Executive Vice President, Infra projects business segment:
    - Vice Chairman of the Board of the Confederation of Finnish Construction Industries RT
    - Chairman of the Board of Infra Contractors Association in Finland

Customers

  • High-quality, reliable and sustainable solutions
  • Good project management, delivery reliability, transparency, and the right price-quality ratio
  • Understanding customer needs, customer service, and customer relations management
  • Face-to-face meetings
  • Customer events
  • Dialogue at industry trade fairs and other events
  • Newsletters and websites

Personnel

  • Good leadership and supervisory work
  • Motivating remuneration and opportunities for training and personal development
  • Equality and openness within the organisation
  • Occupational safety and well-being
  • Developing supervisory work and leadership
  • Developing remuneration
  • Continual development of occupational safety
  • Open communications and building an open corporate culture
  • Personnel magazine, intranet, internal newsletters

Media

  • Reliable and up-to-date information about the company’s operations
  • Open communications culture
  • Visits by editorial staff
  • Interviews and off-the-record meetings
  • Stock exchange and press releases
  • Easy to contact

Shareholders and investors

  • Return on investment and a sufficient analysis of the company’s risk management
  • Open and timely information about the company’s financial position, profit drivers and outlook
  • Shareholder, investor and analyst meetings
  • Interim report briefings
  • Annual General Meeting
  • Stock exchange and press releases
  • Investors section of Lemminkäinen’s website
  • Easy to contact

Students and job applicants

  • Interesting and challenging tasks
  • Comprehensive information about career opportunities offered by Lemminkäinen
  • Summer jobs and trainee positions, opportunities for writing theses, and cooperation with educational institutions
  • Dialogue at the recruitment events organised by educational institutions

Decision makers and opinion leaders

  • Compliance with laws and regulations
  • Transparency and minimising hazardous impacts
  • Regular reporting
  • Increasing employment and good corporate citizenship
  • Payment of taxes
  • Dialogue through industry organisations in, for example, political decision making
  • Meetings with decision makers
  • Open, regular reporting

Partners

  • Safeguarding earnings and growth
  • Opportunities for networking and developing operations
  • Operational reliability and continuity
  • Meetings and direct contacts
  • Supplier audits
  • Development of procurement systems