Groupe La Poste // CSR REPORT 2022

Adapting postal coverage formats to local needs 2 CONTRIBUTING TO REGIONAL DEVELOPMENT AND COHESION ■

■ a societal format operated in partnership with the social and solidarity-based economy, with a view to co-financing, such as the Nantes project in an urban priority neighbourhood. This involves the creation of a digital territory factory, co-financed with Fondation agir contre l’exclusion (Taking Action Against Exclusion Foundation - FACE); ■ new Village La Poste formats are emerging; 2,250 employees will have joined a Village La Poste by 2023. La Poste Immobilier continues to build on its experience in managing office spaces and is rethinking the way the working environment is used, for greater flexibility, to include services for occupants in a complete cost at the work station and improve the profitability of the portfolio, notably through opening up to the outside. GeoPost/DPDgroup is optimising its network in France and abroad. To offer parcel recipients more flexibility and choice in terms of delivery methods, Pickup Services (a subsidiary of La Poste belonging to GeoPost/DPDgroup) is developing out-of home delivery solutions in retail outlets (tobacco and newspaper shops, bookshops, stationery shops, etc.) or chain stores (large retailers, store networks, franchise networks). GeoPost/DPDgroup now has one of the densest and most extensive networks of pick up and drop-off points on the market.

Section 1.2.4.3 “La Poste’s physical and digital reach” of La Poste Groupe’s 2022 URD describes the group’s regional coverage. La Poste Groupe innovates in the forms of postal coverage and develops: ■ an offer adapted to the needs of tourists in certain tourist cities (such as Chamonix, Arcachon, Nice, Fort-de-France and Annecy); ■ an offer adapted to the expectations of young people and students in the university areas of certain cities. The group is testing new concepts that create links, such as: ■ phygital service locations combining physical and digital solutions providing local commercial and societal services; ■ third-party locations in different formats depending on their purpose and mode of operation: ■ a commercial format where La Poste Immobilier is the owner and operator of the co-working spaces under the Startway name,

Indicator

Scope

Unit

2020

2021

2022

PICK-UP AND DROP-OFF POINTS AND LOCKERS FROM GEOPOST/DPDGROUP Pick-up and drop-off points of the Pickup retail network in Europe Europe

Number

44,930

61,182

63,434

Of which France

France

Number

13,070

15,331

16,500

The rate of customers very satisfied with the service provided in the commercial space of the post office (scores 9 and 10 on a scale of 0 to 10) was 55% in 2022. Every month, between 10,000 and 11,000 La Poste account holders respond to an email survey in which they are asked which post

office they have visited in recent weeks, and their overall level of satisfaction with regard to the service provided in the office’s commercial space, their level of recommendation and a few questions about their satisfaction with the time spent and the attitude and behaviour of the office team.

Indicator

Scope

Unit

2020

2021

2022

CUSTOMER SATISFACTION

Overall satisfaction of the customers using the network* La Poste % (score out of 10)

93% 7.3 out of 10 7.8 out of 10

Claims processing within five working days Rate in % 79.0% 78.4% 81.2% * In 2021, the measurement of customer satisfaction with the Network was modified to adopt a numerical scale from 0 to 10, on which the score is 7.3. The new methodology adopted allows greater precision in the use of the survey results, in particular in the assessment of correlations with the recommendation and the effort rate. La Poste

In its ESG approach, La Poste Network takes into account the issues of accessibility, digital inclusion, eco-design, reduction of energy consumption and waste recycling. It is committed to a major modernisation programme to facilitate the accessibility of post offices, products and services for disabled

people. As part of the scheduled Accessibility Agenda (Ad’AP), La Poste continues its efforts to make post offices accessible within a timeframe ranging from 2016 to 2024. In addition, customer appointments with a French Sign Language interpreter can be arranged.

CSR Report 2022/ LA POSTE GROUPE 41