LEGRAND / 2018 Registration document

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CORPORATE SOCIAL RESPONSIBILITY AND DECLARATION OF EXTRA-FINANCIAL PERFORMANCE

OFFERING USERS SUSTAINABLE SOLUTIONS

2014-2018 Group priority To provide feedback mechanisms and customer satisfaction measurement for 95% of Group sales. Key performance indicators: W percentage of Group sales covered by a customer service rate indicator; W percentage of Group sales made by entities with a CRM (Customer Relationship Management) tool; W percentage of Group sales made by entities with the SOLUTIO (customer dissatisfaction management) tool; W percentage of Group sales made by entities using customer satisfaction surveys. Annual targets: Sales coverage rate achieved on at least 2 of the above 4 indicators 75% 80% 85% 90% 95% 2018 achievement: The roll-out of CRM and customer feedback tools continued in 2018. At the end of 2018, the principal indicators for this priority were as follows: W customer service rate indicator: 97%; W CRM tool deployed: 96%; W SOLUTIO tool deployed: 97%; W customer satisfaction surveys: 73%. 2019 will bring the launch of a Group program focused on improving the customer experience. For more information, refer to Chapter 3.6.1.1. 2014 2015 2016 2017 2018

Focus: New sustainable building website of the EGBC (Emirates Green Building Council) An active member of the Emirates Green Building Council since 2008, Legrand Dubai has worked alongside BASF in developing the “Green Building Tooltips” website. Launched in June 2017, the website offers a wide range of digital resources, information and guidance for establishing best practice in energy efficiency and sustainable development, both for users and building industry professionals. http://emiratesgbc.org/green-building-tooltips/home/ Involvement with professional bodies As a global player, Legrand works alongside other companies and civil society in various local and international bodies and organizations. Legrand is predominantly involved with professional bodies such as associations of electrical and electronical equipment manufacturers, as well as chambers of commerce. In addition, Legrand participates in associations whose role is to advance climate change issues in civil society and push for the necessary adjustments to our environment, such as the Green Building Association and the Alliance to Save Energy. The total number of commitments of this type paid to third parties is less than 0.1% of the Group’s total sales. R 4.2.2.3 ENSURING CUSTOMER SATISFACTION AND FEEDBACK Monitoring customer satisfaction offers valuable insights for improving products and services and understanding customers’ needs. This is why listening to customer feedback is one of Legrand’s fundamental values. The Group intends to strengthen its image as a partner of choice by improving the way it handles any customer dissatisfaction, by delivering its products within industry-standard deadlines and by continuously improving its customer relationships. Customer relationship management is formalized through standard contracts that specify the general terms and conditions of sale and are adapted to the different geographical areas, under the responsibility of the Sales Managers in each country. The four values and quality policy of the Legrand Group can be found at www.legrand.com .

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2014 2015 2016 2017

2018

Target achievement rate*

109% 112% 104% 104% 102%

* Calculated in relation to the average of the two highest achievement rates of the above four indicators, i.e. SOLUTIO and the service rate in 2014, the CRM and SOLUTIO in 2015, and the service rate and SOLUTIO in 2016, 2017 and 2018, compared with annual targets.

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LEGRAND

REGISTRATION DOCUMENT 2018