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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