Unibail-Rodamco-Westfield
ESRS disclosure: ESRS S4 \ DR S4-2
Tags Tree
- Does the undertaking disclose whether and how the perspectives of consumers and/or end-users inform its decisions or activities aimed at managing actual and potential impacts on consumers and/or end-users? Include, where relevant, an explanation of the processes for engaging with consumers and end-users about these impacts.
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Question Id: S4-2_01
To understand sustainability perceptions, needs and expectations within the Group’s shopping centres, URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The collaboration with retailers is crucial to match customer needs on local production, sustainable materials, local initiatives and partnerships with local associations or actors. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 85%
- Does the undertaking engage directly with affected consumers and end-users, their legitimate representatives, or credible proxies to gain insights into their perspectives? Provide details on how these perspectives inform the undertaking's decisions or activities aimed at managing actual and potential impacts on consumers and end-users.
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Question Id: S4-2_02
URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 85%
- Provide a detailed account of whether and how the perspectives of consumers and/or end-users are integrated into your decision-making processes or activities concerning the management of actual and potential impacts on these groups. Include a comprehensive explanation of the stage(s) at which such engagement occurs, the type of engagement utilized, and the frequency of these engagements.
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Question Id: S4-2_03
URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 85%
- Identify and disclose the function and the most senior role within your organization that holds operational responsibility for ensuring engagement with consumers and end-users occurs, and that the outcomes of such engagement inform your organization's approach. Include an explanation of how these perspectives influence your decisions or activities aimed at managing actual and potential impacts on consumers and end-users.
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Question Id: S4-2_04
URW through its Code of Ethics, is committed to strong ethical core values when it comes to how we conduct our day-to-day business in an ethical, transparent and fair manner. For more detailed information on URW’s approach to data protection, please see section 2.4.7 Data protection. The Group Risk Committee (GRC) supports the development of a risk culture within the Group, promotes open discussion regarding key risks, integrates risk management into the organisation’s objectives and compensation structure, and creates a corporate culture such that people at all levels manage risks. For more detailed information, please see sections 2.4.4 Compliance programme and section 2.4.5 Anti-Corruption programme.
Report Date: 4Q2023Relevance: 40%
- Provide a detailed account of whether and how the perspectives of consumers and/or end-users are integrated into your decision-making processes or activities aimed at managing actual and potential impacts on these stakeholders. Include an explanation of the methods used to assess the effectiveness of your engagement with consumers and/or end-users, and, if applicable, describe any agreements or outcomes that have resulted from such engagement.
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Question Id: S4-2_05
URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 85%
- What steps does the undertaking take to gain insight into the perspectives of consumers and end-users, particularly those who may be vulnerable to impacts or marginalized, such as individuals with disabilities or children?
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Question Id: S4-2_06
The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 50%
- Has the undertaking failed to adopt a general process for engaging with consumers and/or end-users regarding impacts? If so, disclose this fact and provide a timeframe for when such a process is expected to be implemented.
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Question Id: S4-2_07
To understand sustainability perceptions, needs and expectations within the Group’s shopping centres, URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The collaboration with retailers is crucial to match customer needs on local production, sustainable materials, local initiatives and partnerships with local associations or actors. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 50%
- Has the undertaking adopted a general process for engaging with consumers and end-users regarding impacts? If not, disclose the absence of such a process and provide a timeframe for its anticipated adoption.
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Question Id: S4-2_08
To understand sustainability perceptions, needs and expectations within the Group’s shopping centres, URW conducts customer surveys with the loyalty database since 2020 with a specific focus on sustainability-related topics. With the Westfield Brand Tracker, URW also tracks sustainability perceptions and expectations for those living within the catchments of Westfield branded assets, on a quarterly basis since the third quarter of 2022. Key takeaways and results from both programmes are leveraged to strengthen the Company’s customer actions. The collaboration with retailers is crucial to match customer needs on local production, sustainable materials, local initiatives and partnerships with local associations or actors. The yearly tenant satisfaction surveys in each shopping centre were pursued in 2023 in Continental Europe and the UK, to gather the tenants’ feedback on key topics such as accessibility, marketing, security, cleaning, services, sustainability and management of the shopping centre. 61% of the tenants participated in the survey (5,400 responses), and they expressed an overall satisfaction of 76%. The URW “Connect” application importantly improves day-to-day relations between the centres, tenants and suppliers. The application is used regularly to engage and get feedback of tenants and their satisfaction regarding new services or events. Launched in 2016, the application is regularly reviewed and improved.
Report Date: 4Q2023Relevance: 75%
- Identify and describe the specific role or function within your organization that holds operational responsibility or ultimate accountability for engaging with consumers and end-users regarding impacts. Indicate whether this is a dedicated role or function, or part of a broader role or function, and specify any capacity-building activities provided to support staff in these engagements. If no such position or function exists, state this explicitly. You may also reference information disclosed under ESRS 2 GOV-1 concerning the role of administrative, management, and supervisory bodies.
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Question Id: S4-2_09
URW through its Code of Ethics, is committed to strong ethical core values when it comes to how we conduct our day-to-day business in an ethical, transparent and fair manner. For more detailed information on URW’s approach to data protection, please see section 2.4.7 Data protection. The Group Risk Committee (GRC) supports the development of a risk culture within the Group, promotes open discussion regarding key risks, integrates risk management into the organisation’s objectives and compensation structure, and creates a corporate culture such that people at all levels manage risks. For more detailed information, please see sections 2.4.4 Compliance programme and section 2.4.5 Anti-Corruption programme.
Report Date: 4Q2023Relevance: 30%