WORLDLINE_REGISTRATION_DOCUMENT_2017

D

Corporate Social Responsibility report Building customer trust with fully available and secured platforms

Table of main KPIs

D.2.4

2016 Perimeter

2015 Perimeter

2017 Perimeter

Per employee

Per revenue

Per employee

Per revenue

Per employee

Per revenue

GRI code KPI Name

2016

2015

2014

2017

WL1

Services availability rate Services availability rate

99.96% 99.88% 99.81% 99.74%

- 100%

- 100%

- 100%

WL2

Innovation & Business Percentage of PhD and PhD students at R&D department

49% 45% 46% 30% 100% -

100% - 100% - 100% -

100% - 100% - 100% -

Number of WIN members External awards success rate

45

44

45

42

100% -

0% 50% 20% 30% 100% -

GRI102-44 Customer satisfaction survey Overall customer satisfaction from Tactical surveys (scope from 0 to 10)

8.1

7.67

7.26

6.67

- 100%

- 100%

- 100%

GRI201-2 Financial implications and other risks and opportunities due to climate change Financial implications and other risks and opportunities due to climate change Qualitative Qualitative Qualitative Qualitative GRI203-1 Development and impact of infrastructure investments and services supported Development and impact of infrastructure investments and services supported Qualitative Qualitative Qualitative Qualitative

-

-

-

-

-

-

-

-

-

-

-

-

AO7

Revenue of “sustainability offering” Total revenue of “sustainability offering” (M€) Mobility and e-Transactional Services - Total revenue of “sustainability offering” Mobility and eTransactional Services - Percentage of total revenue of “sustainability offering” Merchant Services - Total revenue of “sustainability offering” Merchant Services - Percentage of total revenue of “sustainability offering” Financial Services - Total revenue of “sustainability offering” (M€) Financial Services - Percentage of total revenue of “sustainability offering”

770

586

575

-

- 100%

- 100%

- 100%

186

180

186

-

- 100%

- 100%

- 100%

24% 31% 32%

-

- 100%

- 100%

- 100%

207

175

166

-

- 100%

- 100%

- 100%

27% 30% 29%

-

- 100%

- 100%

- 100%

377

231

224

-

- 100%

- 100%

- 100%

49% 39% 39%

-

- 100%

- 100%

- 100%

AO10 Initiatives regarding Innovative Services / Products Developments Customer Innovation Workshops delivered in GBU’s* 9 10 17

18

- 100%

- 100%

- 100%

GRI418-1 Customer complaints

Number of third party complaints regarding breaches of customer privacy higher than 100 000 € Number of customers complaints regarding breaches of customer privacy higher than 100 000 €

0

0

0

0

- 100%

- 100%

- 100%

0

0

0

0

- 100%

- 100%

- 100%

104

Worldline 2017 Registration Document

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