LEGRAND_REGISTRATION_DOCUMENT_2017

CORPORATE SOCIAL RESPONSIBILITY (CSR)

Offering users sustainable solutions

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 customer feedback is one of Legrand’s fundamental values. The Group intends to strengthen its image as the partner of choice by improving the way it handles any customer dissatisfaction, by delivering its products to industry deadlines and continuously improving the customer relationship. 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 . Group priority 2014-2018 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% 2017 achievement: The roll-out of CRM and customer feedback tools continued in 2017. At the end of 2017, the principal indicators for this priority were the following: W customer service rate indicator: 95%; W CRM tool deployed: 92%; W SOLUTIO tool deployed: 95%; W customer satisfaction surveys: 74%. In 2017, service rate measurement continued to be rolled out (+11 points compared with 2015), while customer satisfaction 2014 2015 2016 2017 2018

The Group is also involved with government authorities in the construction of the regulatory framework for energy efficiency in buildings, for example, in France (Effinergie label), the UK (Part L and Smart Home), and the USA (Ashrae). The Group is involved in the national debate in France on the energy transition (nuclear, renewables, smart grids, etc.). In the United States, the Group is a partner of the Alliance to Save Energy. This organization brings together business leaders, policymakers and heads of environmental protection and consumer associations all over the world who are committed to promoting energy efficiency through political, research, technological, communication and public awareness initiatives. 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 is present 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 adaptation of 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. In 2017, no funds were used to fund political parties. This follows the Charter of Good Business Practice which requires prior validation by the Group of this type of contribution. An end-of-year report was also produced for audit purposes. Focus: New sustainable building website of the EGBC (Emirates Green Building Council)

04

79

REGISTRATION DOCUMENT 2017 - LEGRAND