Agilent Corporate Citizenship Report 2015

G4-24
LIST OF STAKE HOLDER GROUPS ENGAGED BY THE ORGANIZATION

Agilent's stakeholders include:

  • Customers
  • Employees
  • Investors
  • Suppliers
  • Government agencies
  • Communities
  • Neighbors
  • Non-governmental organizations
  • Industry standard-setting organizations

G4-25
BASIS FOR IDENTIFICATION AND SELECTION OF STAKEHOLDERS WITH WHOM TO ENGAGE

Agilent engages with a wide range of stakeholders on issues that affect the company's operations. During business planning, Agilent considers external charters, principles, and guidelines. We also participate in industry and trade groups at local, regional, state, national, and international levels to address emerging issues; develop industry-wide approaches to environmental and social challenges; and cooperate with governments, non-governmental organizations and other stakeholders on common concerns.

G4-26
APPROACHES TO STAKEHOLDER ENGAGEMENT

Agilent engages with our stakeholders through consultation, surveys, ad-hoc feedback and reviews:

  • The Agilent Customer Satisfaction survey gathers feedback from customers on their experience interacting with Agilent through its representatives and website and also with using Agilent's products and software. Feedback from these surveys is acted upon in a number of ways. Customers who have expressed dissatisfaction with an aspect of their Agilent experience in their survey response score are quickly contacted to address the issue. Customer suggestions and feedback are also used as input into customer experience and product improvement projects. Recent improvements, for example, include a redesign of the Agilent website that resulted in significantly improved satisfaction scores around the world.
  • The Agilent Leadership Survey is a semiannual survey that allows Agilent employees to provide feedback on leadership effectiveness. The Leadership Survey is focused on critical leadership practices that are central to executing Agilent's business results. Audit results are compared with external best-in-class benchmarks to ensure we are performing at the top in our industry.
  • We have ongoing relationships with local, regional, and national regulators regarding operational areas such as Environmental Health and Safety (EHS); employee engagement and labor compliance, product environmental and safety compliance

G4-26

Stakeholder Engagement Matrix

Stakeholder Type / Stakeholder Group

Frequency of engagement

Approach

Agilent Customer Touch Point Survey

After recent transaction

 

Customer satisfaction with a recent transaction with one of four touch points: Customer Operations Center, Contact Center, Sales, and Service

After an interaction with Agilent, selected customers receive an email invitation with a link to the survey

ACS Web Survey

After visiting Agilent website

Customer satisfaction with web touch points

Customers are invited to answer a survey after visiting the Agilent website to evaluate their satisfaction with the Agilent web site

ACS Product Survey

After purchase

Customer satisfaction with their Agilent product.

 Customers receive an email invitation with a link to the survey after their purchase

Investor

Direct meetings

Institutional investors regularly request meetings with our Chief Executive Officer (CEO) and many of them meet with him at least once a year. He and other members of the executive staff attend investor conferences where they give presentations and meet with investors one-on-one.

Analysts that research our company and sector also have regular contact with our CEO and our Chief Financial Officer (CFO). Those analysts are in constant contact with institutional investors and act as a feedback mechanism on how the market perceives the company.

Employee

On regular interval

Regular performance reviews and discussions with immediate supervisors.

Employee

Quarterly

Employee sessions are to share business updates and country-specific information, as well as to answer employee questions

 At locations around the world, quarterly sessions are conducted to provide updates on Agilent's business, country-specific updates and employee Q&A sessions

Suppliers

Monthly

Agilent compliance requirements are communicated through e-mail to all newly added suppliers

Suppliers

Annual

Annual re-communication of Agilent compliance requirements for suppliers

Investor

Quarterly earnings conference calls

Scheduled conference calls to discuss Agilent performance

 Each quarter, we conduct a financial results conference call that presents analysts and investors with an opportunity to ask questions and detail concerns to the CEO and CFO. Anyone can listen in to these conference calls over the Internet, although posing questions is generally restricted to professional investors and analysts.

 At our annual shareholder meeting, all attendees are presented with the opportunity to ask questions of our CEO, executive staff members and members of the Board of Directors.

Investor

Shareholder meetings

The shareholder meeting is open to all shareholders and provides an opportunity to vote on proposals

Investor

Regular contact

If analysts and institutional investors are unable to meet directly with our CEO, CFO, or Treasurer then they can rely on regular contact with our Investor Relations department. The department acts as a channel for communications between Agilent and its investors.

G4-27
KEY TOPICS AND CONCERNS RAISED THROUGH STAKE HOLDER ENGAGEMENT

Stakeholder feedback mechanisms combine to provide Agilent with information to help improve our economic, environmental and social performance. For example, Agilent Quality reviews the questionnaires and our scores from socially responsible investment indices, to identify areas where we could further improve our performance. Similarly, Public Affairs uses the input it receives to guide our community programs, such as volunteerism and grants and Human Resources uses feedback from the employee surveys to review and modify company programs and benefits.

G4-27

Key Topics/ Concerns

Key Topics/Concerns

Response

Employees

Employees

Access to training material and eLearning courses created for Agilent customers

All training videos and eLearning courses created for Agilent customers are now available internally, too. Employees can access training courses using company- wide learning and development module "Learning@Agilent"

Customers

Ability to connect, collaborate and share insights related to Agilent instruments, software and consumables

Launched a new online community where users of our instruments, software and consumables can connect, collaborate and share insights.

Now customers are holding online multi-participant conversations with each other and with Agilent employees who support their applications and maintenance needs


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