Preparing for ESG Requests from Customers

Many larger organisations now assess sustainability performance within their supply chains. As a result, small and medium-sized businesses increasingly receive requests about environmental practices, policies and performance. These requests are often linked to procurement processes, contract renewals or supplier assessments. Being prepared can strengthen customer relationships and improve competitiveness.

Customers may ask about energy use, waste management, environmental policies, employee wellbeing or governance practices. Not every request requires detailed reporting. Many organisations simply want evidence that sustainability is being considered and managed responsibly.

Create a simple folder containing sustainability policies, utility data, action plans and evidence of improvements. Having information readily available makes responding to requests easier and demonstrates professionalism. Good organisation also reduces the time spent answering repeated questions.

Do not exaggerate achievements or claim to have systems that do not exist. Customers generally prefer honest answers and evidence of improvement over unrealistic claims. If your business is at an early stage, explain what actions have already been taken and what is planned next.

Customer ESG requests can provide valuable insight into future expectations. Patterns in these requests may highlight areas where additional improvements or data collection would strengthen your business. Rather than viewing them as administrative burdens, use them to guide continuous improvement.