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Key performance indicators

A balanced set of meaningful measures

We use the following seven key performance indicators (KPIs) to measure our progress in delivering the successful implementation of our strategy and to monitor and drive our performance.

These KPIs reflect our strategic priorities. Certain KPIs refer to headline performance measures, which are adjusted to take into account items that have a significant impact on the Group’s results by virtue of their size, nature or occurrence (see Note 12 on page 25 of the 2017 full-year results statement for details).
 

 
2017
2016 2015
2014
2013
Underlying revenue growth (%)
4.8
2.8
3.5
2.1
0.5
RS Net Promoter Score (NPS)
43.6
41.0
-
-
-
Headline operating profit conversion (%)
20.3
14.9
15.3
18.5
18.7
Headline operating profit margin (%)
8.8
6.4
6.7
8.3
8.4
Return on capital employed (ROCE) (%)
22.0
14.5
14.7
19.3
18.7
Headline operating cash flow conversion (%)
112.7
107.3
92.7
82.8
83.7
Group Lost Time Accident (LTA) Frequency
0.21
0.15
0.29
0.42
0.60

 

Lindsley Ruth 2017 Full-year Results

Lindsley Ruth, CEO, discusses the company’s strategy and focus for the coming year.

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International high-service distributor

About our strategy