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Delivering for our customers
“Our promise is to be forever caring. This means that we will never stop listening, learning and improving our solutions for customers and patients. We are working more closely than ever with our customers – from the people living with chronic conditions, to the HCPs, care givers and businesses that support them. We’re deploying new capabilities as we embed our innovation mindset with forever caring at its heart.”
Dr Divakar Ramakrishnan
Chief Science, Innovation & Quality Officer
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Our approach
Our top priority as a business is delivering for our customers, and as we consider how our products and services help improve lives, we focus on:
- Innovation and efficacy
- Product safety
- Ethical and sustainable production
- Responsible marketing
- Product access (including availability, adaptability, usability, and affordability)
- Ensuring data privacy and ethical use of AI
Please see pages 34 to 37 of our 2025 Annual Report for more information.
Our targets & commitments
Focusing on innovation and patient needs, we filed 35 patents in 2025, led 33 active clinical studies including six global randomised controlled trials, and reached a vitality index* of 26%.
Convatec is commited to further increasing our patient and customer focus and have set targets to improve customer net promoter scores (cNPS) for health professionals in 2026. See more in our latest Responsible business review.
*Vitality index is defined as the percentage of revenues that are generated from new or significantly upgraded products and services launched by Convatec in the preceding 5-year period.
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Engaging with customers
Our interaction with customers is fundamental to our success and goes beyond building trust and enhancing our reputation. By listening to the people who use our products, we can identify ways to improve both the products and services that we offer. We engage with our end-users in a variety of ways:
- Use of cNPS as the measure of customer satisfaction and loyalty, and review of feedback and insights through structured review processes to improve the customer experience.
- Targeted research programmes specifically designed to gain insights for product and service innovation
- Our me+™ support programmes and our Home Services Group
- Tracking and responding to complaints about our products or services
We also engage extensively with healthcare professionals through our commercial teams, briefing on product capabilities and new innovations and through professional learning such as the Convatec Learning Platform.
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Sustainable product design
We recognise that customers care about the environment. During our new product development process, we use a digital carbon database of Convatec manufactured raw materials and components and set stage gates to consider a series of principles we call our Green Design Guidelines. These serve to educate and empower product developers to make environmentally sustainable design choices, while allowing us to track whether new products improve upon the environmental sustainability of previous products.
In 2025, we established a product stewardship team to maintain our carbon intensity database and green design tools, and expand the impact of the platform. The team works closely with colleagues in packaging, R&D and regulatory affairs, and promotes an awareness and culture of sustainable design thinking across the business by utilising raw material emission data and horizon scanning legislations to ensure longevity of product design.
We maintain a company policy on our approach to ethical issues relating to the new product development process.
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Product safety
Product safety is a key issue for our customers and pivotal in earning Convatec a reputation as a trusted provider. Regulators consider most of the products and solutions we develop to be of low risk to users. Nevertheless, we have a rigorous and robust supplier audit mechanism and quality management system. Notified bodies (such as BSI) also review our quality processes and procedures.
