QUADIENT - 2020 Universal Registration Document

5 NON-FINANCIAL PERFORMANCE STATEMENT Social, societal, and environmental information

5.1.6

BUILD THE BEST CUSTOMER EXPERIENCE POSSIBLE BY OFFERING INNOVATIVE, RELIABLE AND SUSTAINABLE SOLUTIONS

Quadient’s main challenges in terms of its customers and partners include customer satisfaction and innovation, as well as reliability, availability, solutions, services and safety of those solutions and services. These challenges are addressed from the design of solutions and services offers and are reflected in ambitious objectives, which are monitored regularly.

Quadient is part of a sector that is facing many challenges such as a decline of the mail market, digitalization, and management of the last-mile parcel delivery as e-commerce surges. In light of these trends, the Company is committed to building the best customer experience by offering reliable and secure solutions and creating value for customers with sustainable and innovative solutions.

Ambitions & targets 2021-2023

Ambitions

KPIs

2020 Results

Targets 2021-2023

Deliver high quality, reliable and secure solutions

97

>95

Overall customer satisfaction

Leverage technology to consistently innovate and improve Quadient's portfolio of solutions

>4.5 of annual revenue

of revenue invested in R&D

5.3

Leverage technology to consistently innovate and improve Quadient's portfolio of solutions

Innovation is at the heart of Quadient’s strategy. In 2020, the Company devoted 5.3 of its revenue to research and development. An Innovation team is dedicated to studying and building new technologies and assets that will become the foundation of new activities or transform existing activities. Among the leading trends expected to have the largest impact in the coming years are artificial intelligence, virtual and augmented reality, and machine learning technology.

Regular user conferences and workshops enable Quadient to present new technologies and updates to its customers and partners and discuss their needs and expectations. The Company is the owner of its trademarks and has 304 families of patents published. Quadient registered eight patents in 2020.

Initiatives Main achievements Innovation with and for partners Organization of several innovation workshops with partners each year. • Innovation culture disseminated among employees Organization of internal workshops and hosting information on the Internet • raises employees’ awareness of innovation. Investments in innovation and R&D Quadient invested 54,9 million euros in R&D in 2020. •

Dedicated in-house intellectual property team. • Patent committee. • Policy rolled-out across all R&D sites. •

Intellectual property management policy and organization

Portfolio of 304 patent families and 8 patent applications filed in 2020. •

Patent filling

investment in omnichannel communication technologies. This innovation delivers customers a comprehensive solution to help automate their business processes, gain

FOCUS ON DIGITAL SOLUTIONS Business Process Automation solutions

Quadient’s Business Process Automation solutions, a core operational efficiencies, and provide a better customer pillar of the company’s Back to Growth strategy, provide experience. The Quadient Impress platform takes SMBs to small and medium businesses (SMBs) access to digital the next level, accelerating companies in their transition to capabilities and automation tools previously available only more digitalized and automated processes. This launch was to large enterprises. In 2020, Quadient took a leap forward followed by the release of Quadient Impress Distribute, a in executing its strategic plan with the launch of Quadient document delivery solution that enables automation and Impress, a cloud-based multichannel document automation distribution of mail from virtually anywhere, without ever platform for SMBs. Quadient Impress brings together many touching a piece of paper, freeing up employees to focus independent product capabilities and the results of years of on core business and higher-value tasks.

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UNIVERSAL REGISTRATION DOCUMENT 2020