Our Sustainability Commitments

Company Context and Sustainability Policy

Customer Faithful Limited operates from a home-based office near Peterborough, providing healthcare market research, insights, and advisory services. Although our company is small in scale, our work contributes to decisions that shape healthcare discovery, delivery, access, and communication within the biopharmaceutical industry. Accordingly, we are committed to running a sustainable business model that reflects the social responsibility expectations of our healthcare sector clients.

This policy commits the company to:

• Minimise carbon emissions from energy, transport, and procurement.

• Operate with a ‘near-zero waste’ approach by reducing, reusing, and recycling materials.

• Source products and services that meet recognised sustainability or ethical standards.

• Engage clients, partners, and suppliers on sustainability issues where appropriate.

• Regularly monitor, review, and report progress against environmental and social goals.

1. Carbon and Energy Management

Energy use is the primary contributor to the company’s carbon footprint. The company’s home office draws electricity and gas from provider Eon Next, which provides 85.5% renewable energy. Our annual consumption currently averages 4,778 kWh of electricity and 31,547 kWh of gas, generating an estimated 6,034 kg CO2e per year before offsets.

To reduce this impact, we have invested in community solar energy through the Derrill Water Solar Park cooperative, offsetting nearly all electricity consumption from 2026 onward. Additionally, the replacement of an inefficient gas boiler with a high-efficiency system and smart Hive thermostat is expected to cut gas use by up to 50%.

SMART Actions:

• Reduce gas usage by 50% during 2025–26 through efficient heating management.

• Maintain 100% offset of electricity from 2026 use via solar cooperative investment.

• Conduct an annual review of energy consumption using supplier data.

• Replace remaining non-LED lighting and ensure standby devices are automatically powered down.

2. Transportation

Since COVID, our research consultancy has experienced more limited travel requirements, with transport-related emissions primarily resulting from occasional client meetings, conferences, and personal travel. The company prioritises remote and virtual collaboration, significantly reducing business travel. In 2024-25, over 90 percent of total transport miles undertaken were public transport based.

SMART Actions:

• Maintain a minimum of 80% of all client engagements via video conferencing.

• For unavoidable travel, prioritise rail over car or air travel where feasible.

• Offset any air travel emissions through verified UK-based reforestation projects.

• Explore the replacement of our current diesel powered vehicle with an electric or hybrid vehicle by end 2026.

3. Waste and Circular Economy

The company adopts a near-zero waste philosophy. Waste audits indicate that the largest volume of waste arises from packaging, office supplies, and printing. A structured reduction and recycling plan has been implemented to ensure less than 10% of waste goes to landfill.

SMART Actions:

• Eliminate single-use plastics from office and consumable supplies by 2026.

• Reduce paper consumption by 50% through default duplex printing and digital record keeping.

• Recycle or repurpose 90% of waste materials via council services and specialist recycling schemes.

• Partner with local community programmes for the donation or repurposing of surplus materials.

4. Resource Efficiency and Ethical Procurement

Customer Faithful Limited recognises the importance of responsible consumption. Sustainable procurement and resource efficiency form an integral part of our operations. Water-saving and greywater reuse initiatives were put in place during 2025 (the UK’s hottest summer on record) and this will now be ongoing. Purchasing decisions prioritise quality, durability, and ethical sourcing.

SMART Actions:

• Source office supplies, IT equipment, and research materials from certified sustainable suppliers.

• Capture and reuse a minimum of 120 litres of greywater weekly during summer months for agricultural and horticultural irrigation.

• Review supplier credentials annually to ensure compliance with environmental and ethical standards.

5. Monitoring and Review

Sustainability progress will be reviewed annually by the Managing Director. Key performance indicators will include total energy consumption, carbon emissions, waste reduction rates, and adherence to ethical procurement standards. Findings will inform the following year’s action plan and be shared with clients and partners on request.

The company will continue to align its focus sustainability objectives with the UN Sustainable Development Goals (particularly SDG 7, 12, and 13) and with NHS England’s Net Zero Supplier Framework where relevant to client projects.