SOMFY // 2022 Annual Report

03 NON-FINANCIAL STATEMENT

DEVELOPING A CUSTOMER-CENTRIC MODEL

DEVELOPING A RELATIONSHIP OF TRUST

Customers are now moving towards meaningful and sustainable consumption, by limiting environmental impacts and choosing to shop locally. Today, providing good quality products is no longer enough. The customer must be at the heart of all the company’s concerns and must receive an outstanding end-to-end service. SOMFY has initiated this process. “ Customer Centricity means thinking above all about the customer, making every decision with the customer in mind, and making them the focus of everything”. The purpose of this approach is customer satisfaction. A satisfied customer is a loyal customer and a potential ambassador for SOMFY in increasingly competitive markets where demands are high. Reflecting this drive, in 2020 SOMFY renamed its Quality Department “Customer Satisfaction & Quality” . SOMFY has simultaneously implemented a structure to attract, listen to and involve customers by, firstly, consulting communities and secondly, through a culture developing innovation and flexibility to address and respond rapidly to changing needs. With the aim of placing customers at the heart of its concerns, of better understanding their expectations and sources of dissatisfaction, SOMFY has created forums and surveys. This is the purpose of the community platform, “My SOMFY Lab”, which brings SOMFY together with Internet users so that they can jointly create the products and services of the home of tomorrow. In 2022, 12,891 interactions took place with 7,088 customers (consumers and professionals from all countries), i.e. 40% more customers than in 2021 out of a total of 64 surveys conducted. Interaction notably helped to better understand customer experiences when purchasing SOMFY solutions, whether that happened in-store, online or via a professional. The SOMFY teams also met consumers during home visits or remote interaction. It helped to identify their daily needs and expectations and at every stage of their life. These meetings have helped to upgrade curtain motorisation solutions, smart windows, eco-designed products, imagine future services, etc.

Customer satisfaction is measured in several complimentary ways: satisfaction surveys conducted every two years. The objective is – to assess base trends and to shape the areas for improvement. There are two types of results: ● measuring recommendation of SOMFY by customers: the survey conducted in 2021 took place within the exceptional circumstances caused by the health crisis, and included end customers on the panel. With this extended scope and unprecedented situation, the CNPS (Customer Net Promoter Score), which assesses customer loyalty, fell by 22 points to 45.4, ●overall assessment of customer satisfaction showed a satisfactory result of 79.7%. Faced with the drop in the 2021 CNPS, in 2022 SOMFY implemented the priority action plans on the issues covered by customer feedback. These measures are focused on three areas: the ability to manage product launches, the ease of contacting technical support and clarity of documentation; a CRM solution used by the distribution subsidiaries, which – includes an instant measurement of customer satisfaction (CSAT). Operational KPIs and targets are defined. The results are analysed by customer segment and localised action plans mean customer satisfaction can be improved in each country; a measurement of satisfaction connected with the digital – experience (website navigation, online purchasing process and everything connected with satisfaction on social media). It is key to take into account the crossover of channels and address them appropriately.

INNOVATING WITH AND FOR CUSTOMERS

Guided by its vision “Inspiring a better way of living accessible to all”, SOMFY innovates through its products and services, primarily in the area of motorisation and in its key sales territories. In addition to the services provided, these innovations are environmentally friendly, have a very high level of quality and capitalise on connectivity.

In order to provide customers with relevant innovations, the ranges developed by SOMFY meet five criteria: sustainability: products and services are environmentally – friendly and have an extended life span; simplicity: SOMFY manages the complexity of the technology, – which allows it to offer ergonomic, intuitive and easy-to-install products;

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SOMFY – ANNUAL REPORT 2022