We have selected indicators to monitor the progress and achievement of our targets. We have gathered all our indicators on the same page so that they can be easily viewed even at a quick glance. The targets and their current state have been commented upon in more detail later in this report. You can access these sections by clicking on the link that can be found next to each target.
Target 1. We focus on customer service
+ 66
Indicator 1A: Customers’ assessment of the customer service for insurance services , NPS*
Target: 50
+ 63
Indicator 1B: Score awarded by beneficiaries on customer service, NPS*
Target: 50
Customers and beneficiaries comprise our most pivotal stakeholder group, as well as a prerequisite for our business operations. Our service is personal and we focus on the quality of customer service to ensure our customers are provided with the assistance they require swiftly and reliably. We measure our success in reaching this target through the NPS scores awarded by our customers.
Further details concerning our target in relation to insurance services (1A).
Further details concerning our target in relation pension services (1B).
* What is NPS?
Net promoter score, or NPS, is a commonly used customer satisfaction indicator. In an NPS survey, customers are asked how likely they are to recommend Veritas/Veritas’ service. The figure is obtained through subtracting the percentage of detractors (score of 0-6) from the percentage of promoters (score of 9 or 10). The worst possible score in an NPS measurement is -100 and the best 100. Typically, an NPS score above 50 is considered a good result.
Target 2. We issue pension decisions swiftly and reliably
29
Indicator 2A: Pension application processing time in days on average in 2022
Target: 22 days
91%
Indicator 2B: Percentage of decisions upheld in redress process in 2022
Target: 85%
We seek to issue pension decisions swiftly, so as to avoid any discontinuation in the income of the applicant on account of retiring. The applied indicator is the processing time of the applications. Further details concerning target 2A.
We monitor the quality of the pension decisions we issue, as well as any resolutions issued by redress bodies. This allows us to ascertain the lawfulness of our decisions, and implement modifications to our decision-making policies, where needed. The indicator we apply is the percentage of decisions upheld in redress processes. Further details on the actualisation of target 2B.
Target 3. We support our customers in managing work ability risks
95%
Indicator 3A: Customer evaluations of the usefulness of work ability training
Target: 70%
93%
Indicator 3B: Share of companies which have undertaken action based on the work ability survey
Target: 90%
Further details concerning target 3.
Target 4. We are developing our investment activities towards an increasingly responsible direction
| Baseline 2020 | Actualised 2021 | Target 2022 | Actualised 2022 | Target 2023 |
| Two scores under the median | One score under the median | All scores no less than the median | No assessment by PRI | All scores no less than the median |
We monitor the development of our responsible investment with the aid of PRI reporting. We report annually on the materialisation of responsible investment and in return, we are issued an assessment report indicating the progress for the previous year as well as allowing for comparisons relative to other investors. The evaluation does not entail any overall score, but, rather, it is composed of the assessments of different components.
* What is PRI?
Principles for Responsible Investment mean the UN principles for responsible investment that we have signed already since 2012. PRI reporting is the largest worldwide reporting initiative of responsible investment developed for investors, to which the PRI signatories report on their activities annually.
Target 5. We act to mitigate climate change
114.2
Weighted carbon intensity*
We monitor the carbon intensity of our investment portfolio in an effort to mitigate the climate effects of our activities. The indicator we apply is the weighted carbon intensity, which proportions emissions to the magnitude of the investment portfolio and thus allows for the better comparability of the emissions. Further details concerning target 5.
* What is weighted carbon intensity?
Weighted carbon intensity means the greenhouse gas emissions of a company relative to its revenue. So, for instance, how many tonnes of carbon dioxide emissions (tCO2e) were emitted for every million euros invested.
Target 6. Every Veritas employee is familiar with the regulations governing their work
100%
Completion percentage of internal training provided to personnel
Target: 100%
As part of good governance, we seek to ensure that every Veritas employee is familiar with the regulations governing their work. Our indicator for this target is the percentage of completion of internal training sessions, through which we ensure the current level of knowledge and development thereof. Further details concerning target 6.
Target 7. We develop our reporting in relation to how we implement responsibility in investment activities
| Starting level 2020 | Actualised 2021 | Target 2022 | Actualised 2022 | Tavoite 2023 |
| A | Not assessed* | A | Not assessed* | This indicator will no longer be utilised in 2023. |
* The PRI grading system changed in 2021 and the indicator is no longer available. Owing to reasons attributable to PRI, no evaluation report was available for 2022.
Target 8. We co-operate with and involve our employees
83%
According to the employee survey conducted in 2022, 83 per cent of Veritas employees agreed fully or almost fully with the questions concerning their ability to influence their own work and matters related to their work community, and their willingness to work for the common goals
Target: average ≥ 90%
It is our objective for as many Veritas employees as possible to contribute with their efforts and views to the development of our joint endeavours. We measure the success of our target with the questions in personnel surveys concerning co-operation and involvement. Further details concerning target 8.
Target 9. Everyone is entitled to good leadership
8.5
In the employee surveys conducted in 2022, managerial work received high average scores (average 8.5 on the scale 1–10), which is the result of several years of development work.
Target: average ≥ 8.5
Leadership and managerial work have a substantial impact on motivation and work ability, and thereby on the well-being of every employee also outside of work. We measure our success in terms of this target through questions in personnel surveys concerning managerial work. Further details concerning target 9.