dormakaba has defined a set of strategic non-financial performance indicators for the current strategy cycle. These were introduced during the Capital Markets Day in November 2021 and are continuously tracked, although not used for operational control. The main non-financial performance indicators are the following:
Customers and products
Customer satisfaction and product quality are crucial for dormakaba as a brand that stands for its high-quality products. Customer satisfaction is assessed through regular dialog as well as through local surveys.
Net Promoter Score (NPS)
This is a well-known metric that measures customer loyalty and satisfaction through one simple KPI: the likelihood of a customer recommending dormakaba. The NPS is collected on an annual basis through surveys covering all customer groups and product clusters in core markets. The results are monitored by management to identify any changes necessary to drive improvement in customer satisfaction.
This metric captures how successful innovations are in relevant markets, and therefore how R&D efforts contribute to the overall success of the Group. As a KPI, it has become part of the Group incentive program, helping to ensure that innovation processes are well aligned to customer needs.
Two indicators, Employee Engagement and Diversity & Inclusion, help to track dormakaba’s success in its transformation towards a customer-centric and performance-oriented work culture that fosters accountability and ownership and enables professional growth.
dormakaba measures its Employee Engagement Index through periodic global surveys, the most recent of which was conducted in February 2023. Over 12,000 employees participated, responding to 32 questions on topics such as Me & My Work Environment, My Manager, Engagement, Shape4Growth, Inclusion, and Wellbeing. The results showed an Employee Engagement Index of 71% and an Employee Enablement Index of 74%.
dormakaba is committed to diversity in employment and has established concrete targets to improve the gender balance of management teams, including 33% of managers to be women by 2027, and 25% women in succession planning for senior management positions by the same date. There is further information on the targets and initiatives in the Sustainability Report.
Compliance and human rights
As a matter of course, dormakaba complies with all applicable laws and regulations at local, national, and international levels. Its internal company directives, based on a binding Group-wide Code of Conduct, apply globally and cover internal processes as well as relations with external partners, including customers, authorities, and suppliers. dormakaba has developed a range of measures and processes to prevent abuses and ensure that responsibilities are met; these measures and processes are continuously reviewed and refined. The Code of Conduct is available, in several languages, to all employees on the Group Intranet and to external stakeholders on the dormakaba website. All dormakaba employees participate in mandatory Code of Conduct training sessions.
The Code of Conduct and the Supplier Code of Conduct confirm dormakaba’s commitment to respecting human rights. The Group’s Human Rights Due Diligence (HRDD) framework and material topics are further described in its Statement of Commitment on Human Rights, which aligns with international standards, including the UN Guiding Principles on Business and Human Rights, and which will be revised to reflect the forthcoming requirements under the German Supply Chain Due Diligence Act.
Based on the Human Rights-related risks and impacts identified, dormakaba will continue to develop prevention and mitigation measures integrated into company operations, training programs, policies, and management systems. Human rights-related risks identification and mitigation are a central part of supplier due diligence as well. In the financial year 2022/23, a key focus has been to further assess the salient issues of child labor through the continuation of a supply chain traceability project in collaboration with suppliers. In addition, the Statement of Commitment on Human Rights has been revised to reflect new requirements coming from the German Supply Chain Due Diligence Act, which will apply to dormakaba as of 2024. There is further information on human rights in the Sustainability Report 2022/23.
As a manufacturer, dormakaba inevitably consumes resources and generates waste and emissions; environmental issues are therefore highly relevant along the Group’s entire value chain. In September 2021/22, dormakaba adopted its Environment Policy Directive, which defines its fundamental requirements and regulations for environmental performance. The directive has since been updated with new product development standards to reflect dormakaba’s commitment to a circular economy. A detailed overview of the company’s sustainability work and key benchmarks, including greenhouse gas emissions, energy consumption, water consumption, and waste management, is available in the Sustainability Report 2022/23.
dormakaba maintains a comprehensive, globally consistent procurement policy, based on detailed analysis of its own needs and rigorous assessment of current and potential suppliers, supported where necessary by on-site quality audits.
The dormakaba Supplier Code of Conduct outlines minimum requirements relating to human rights, fair working conditions, environmental responsibility, and business ethics, among other criteria. Supply chain risk assessment is based on seven families of indicators: energy and emissions; effluents and waste; occupational health and safety; materials; training and education; freedom of association; and human rights. dormakaba assesses suppliers’ sustainability performance in collaboration with EcoVadis, the world’s most trusted business sustainability ratings provider, and requires improvement plans where assessment results are unsatisfactory.
Further information is available in the Supplier Sustainable Development chapter of the Sustainability Report 2022/23.