QUADIENT - 2020 Universal Registration Document

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

The regulatory guidance regarding electrical and electronic equipment regularly evolves at both European and international levels. Quadient’s active participation in the professional organizations of the French Information Technology Industry Union (AFNUM) and the working meetings of the National Authority in France allows the Company to follow these developments and anticipate future changes. Among the regulatory texts with which the Company must comply, particular attention is paid to the RoHS and WEEE EU directives, the French decree on the use of nanomaterials (now applicable) and the REACH regulation. MEASURING CUSTOMER SATISFACTION Every year, Quadient conducts a series of customer satisfaction surveys for Mail-Related Solutions (MRS), Business Process Automation (BPA) and Customer Experience Management (CXM) activities. For MRS, the last wave was conducted among 1900 Quadient customers several months after the pandemic started. This survey was performed over the phone in the Company’s main countries (USA, UK, France), working with an independent market research agency. The purpose was to evaluate customer base trends regarding Mailing and Document Systems and to propose action plans to continue to satisfy customers. In total, more than 40 criteria were evaluated on a satisfaction scale of 1 to 5, and the impact of each criterion is calculated according to its contribution to overall satisfaction, allowing to improve the most important areas on which customers express expectations. For CXM and BPA activities, yearly surveys are usually conducted due to smaller base of customers. In

October 2020, around 250 customers were interviewed for CXM and also for BPA. Also, many criteria of satisfaction are assessed with scrutiny by the Group’s customers. Through these surveys, Quadient assesses its strengths and weaknesses, as well as their importance for the customer, to determine priority areas for improvement. Actions plans are then prepared and managed both at corporate level (mainly R&D) and at the “operations” level. These plans focus on two complementary areas: the product range and all customer-facing processes. To complement these surveys, on-the-spot surveys are conducted just after an interaction with a customer (e.g. maintenance intervention, a request managed by the call center) to measure customers’ satisfaction in real time, to deep dive into transactional key processes and to respond quickly to any customer dissatisfaction. Regarding the Parcel Lockers, Parcel Pending (operating in the United States) runs post-interaction surveys to evaluate customer service; for almost all the business lines, post-maintenance surveys are conducted following the support provided to customers. Survey results are shared with employees. According to the most recent surveys, the overall customer satisfaction rate was 97 in 2020. Regarding the perception of the brand by MRS and CXM customers, Quadient is seen as a trusted partner, a company caring about its customers and a CSR compliant company. In 2020, new survey questions regarding CSR topics have been introduced to understand if Quadient is perceived as a socially responsible company towards employees, customers and communities and as a Company that seeks to limit is impact on the environment.

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Initiatives

Main achievements

97 of customers were satisfied in 2020. • 97 for Customer Experience Management (CXM). • 97 for Mail Related Solution (MRS). • 93 for Business Process Automation (BPA). •

Customer satisfaction

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UNIVERSAL REGISTRATION DOCUMENT 2020