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      "text": "Customer service: Trustpilot review scores remain very strong. 12,000 ‘5-stars’ for Rentokil (90% ‘excellent’) and Initial (94% ‘excellent’). Customer Retention +0.8%.",
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      "text": "Digital sales channels: 38% of contact with UK pest control prospects / customers in 2021 was via our digital channels. Chatbots are incredibly popular with prospects, with 92% of sales enquiries received via our chatbots coming from new customers. 56% of total chatbot interactions coming outside of “normal working hours”.",
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      "text": "ESG: We have made a good start on our journey to net zero by 2040. Vehicle migration to ultra-low emissions fleet underway. First operations now using renewable energy. 750,000 fluorescent tubes removed from the waste stream, by using LED lamps in Lumnia. 10 tonnes of plastic saved by changes in our packaging.",
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      "text": "Shareholder value: In 2021, we continued to deliver strong returns for investors with the RTO share price up 15% and ahead of the FTSE100 for the 7th year. Recommended final dividend of 4.30p per share: full year dividend of 6.39p per share, an increase of 18.1%.",
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