In order to continuously deliver successfully to our current and future customers, we must hold ourselves to the highest ethical standards.
The consumer is the focus of our business. For sustainable business growth, it’s fundamental to earn their trust so that we can continue our relationship with them.
In order to continuously deliver successfully to our current and future customers, we must hold ourselves to the highest ethical standards. There are policies in place to prevent corruption, bribery and extortion.
Ethical behaviours are fundamental to the way we want to do business. It is also necessary to place higher demands on both our suppliers and ourselves in order to realise our goal of leadership in our market. The Code of Conduct has been developed to ensure proper behaviour, and it guides us in different situations which may occur.
To support this, we need to ensure that all employees and business partners are both able and comfortable enough to report and share their experiences. We have a “whistleblowing” mechanism in place for employees as well as a function to escalate unlawful or debatable market actions and practices, regardless of whether it is our own or other actors’ market initiatives.
Our ethical standards are key to maintaining the highest level of consumer confidence. Consumer confidence is needed to gain crucial insights and learnings so we are able to be the modernising and converting force that we have set out to be.
As we grow, both in business and the number of employees, the need to have clear guidelines on how we operate is paramount. The Code is not only a declaration of how we act and the standards we commit to, but it’s also a tool for compliance and gaining experience.
The Code was first rolled out in 2021, which all employees and full-time consultants have to review and complete an e-training on. With many new employees joining the company, this has made it especially hard to cover 100 % of the target group, and for 2023 the result is 93 %.
When customers are asked, the most important aspect for the customer of Haypp Group is that the promise given at the purchase is met. This means that the right product is delivered in the right way and at the right time. Customers are asked for their opinion, which results in a customer satisfaction score. For 2023 the customer satisfaction score was 70.7 out of 100.
In order to continuously deliver successfully to our current and future customers, we must hold ourselves to the highest ethical standards.
In each of the negotiations we have with suppliers of goods, we include references to our Supplier Code, which the supplier signs or present a similar declaration from their side.
We have updated our measurement method for 2023 and the 77 % figure reported for 2023 covers the percentage of goods suppliers who have signed our own Supplier Code of Conduct.
For the future, there is an initiative to implement similar agreements with suppliers of transport and delivery services, which are utilised in the delivery of orders to our customers, and we hope to be able to present more about in the near future.
If you have worries about misconduct and wish to remain completely anonymous, please use the online whistleblower function to make your report. When reporting a case in the whistleblowing channel, we will process your personal data. When submitting a case you acknowledge that you have read the Whistleblowing Privacy Notice below.
We take pride in driving the transformation of the nicotine industry as well as being part of the change from traditional brick-and-mortar retail to e-commerce. When asking our business partner if they consider Haypp Group as a force for this change, we are rated 3.9 out of 5 in 2023.
| GOALS | METRICS | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Code of Conduct | Employee Code | 85% | 84% | 93% |
| Supplier Code; contract or equ. | 100% | 100% | 77% | |
| Delivering on the customer promise | Customer satisfaction* | 4.4 / 5 | 4.3 / 5.0 NPS score 74.4 | NPS score 70.7 |
| Catalyst for change | Driving development and change according to partners | – | 3.2 / 5.0 | 3.93 / 5.0 |
