GECINA - REFERENCE DOCUMENT 2017

FROM CORPORATE RESPONSIBILITY TO SUSTAINABLE PERFORMANCE

Key levers for success

GREEN LEASES SIGNED ACCORDING TO SURFACE AREAS

Assets number

Surface areas

Rent

Change 2016-2017 in %

Change 2016-2017 in %

Change 2016-2017 in %

In nb In %

In sq.m In %

In €’000

In %

Green leases > 2,000 sq.m Green leases < 2,000 sq.m

67 89% 18% 638,657 93% 6% 278,312 93% 7%

215 51% 10% 106,032 60% 23% 54,412 58% 12%

TOTAL

282

744,689

332,724

At the end of 2017, the number of green leases signed was were covered by “green leases” in 2017, representing up sharply, as 282 “green leases” were recorded, 12% more 215 signed leases, on a voluntary basis. This corresponds to than in 2016. 93% of surface areas of less than 2,000 sq.m 58% of the rent paid to Gecina.

CLIENT INVOLVEMENT 7.6.2 The client relationship is key performance and the implementation of Gecina's strategy. By fostering good relations with its current and prospective clients, at all stages of its business activity, Gecina aims to: facilitate the pre-commercialization of developments by ■ tailoring them to the specific expectations of its current and prospective clients;

anticipate swift changes in client expectations and in the ■ way clients use buildings and prepare appropriate responses; enhance its real estate assets and expertise. ■

KEY ACTIONS FOR CLIENT INVOLVEMENT

Theme

Key actions

Progress and results

Satisfaction survey and continuous improvement

Offices: biannual barometric study by IPSOS. 2016 panel: 100 clients, including key account clients

Client recommendation rate of 82% ■ Areas for improvement: the functioning of common areas, ■ buildings with equipment in poor condition, monitoring requests and responsiveness, communication and information Client recommendation rate of 92% ■ Areas for improvement: cleanliness of car parks, basements and ■ cellars, work on the apartment, maintenance of shared equipment and discussions with technical contacts Entry recommendation rate of 69% and exit recommendation ■ rate of 62% 4 areas for improvement: Wi-Fi quality, rent, price and insulation ■ Offices: formalization of the Key Accounts approach, rolled out ■ during 1 st half 2018 Residential, three priorities: innovation and creation of services, ■ develop and enhance property portfolio, optimize processes A range of new products and services ■ New digital approach to promote client experience ■ Launch of a digital client portal for smoother communication ■ Develop to become the Gecina R&D Lab, focusing on client ■ satisfaction, improving operating and non-financial performances

Residential: annual quantitative study. 500 clients interviewed by telephone.

Student residential. Annual online survey (response rate of 10%) open to the whole target group Define a roadmap for commercial and residential clients

07

Refocus on the client using a structured approach

Enrich client relationship tools

Repositioning of the Gecina Lab

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GECINA - REFERENCE DOCUMENT 2017