Worldline - 2019 Universal Registration Document

D

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Building customer trust with reliable, secured, innovative and sustainable solutions

Improve customer relationship management D.2.5

Continuously improve customer experience [GRI 102-44] D.2.5.1 Following its separation from Atos group, Worldline has defined its own customer satisfaction policy tailored to its specific needs and business model. This policy provides guidance to ensure adequate effectiveness of the Customer Satisfaction Management Framework and related processes, thus building stronger relationship with customers and providing services with higher added-value. Moreover, additional questions relating to Corporate Social Responsibility will be addressed to Worldline customers as of 2020 to enrich the process of satisfaction survey described hereafter.

Worldline uses a proven methodology aligned with leading expertise from Gartner, Satmetrix and Forrester, to measure the satisfaction through two major indicators: the widely used Net Promoter Score (NPS ® ) and the Customer Satisfaction Score (CSAT). Particularly, customer satisfaction surveys allow Worldline to: Consistently and comprehensively measure customer ● satisfaction; Establish baselines upon which to improve for each ● customer contract; Identify generic areas of concern to be addressed globally ● and locally; Communicate with its customers on its commitments ● relating to CSR.

Improving customer experience D.2.5.1.1 through the customer satisfaction process Customer satisfaction surveys are conducted on a regular basis to analyze whether changes need to be made to increase its customers’ overall satisfaction and loyalty.

Three types of customer satisfaction survey are conducted as illustrated below:

Strategic survey

Tactical survey

Mass Market survey

Perceived performance measurement for individual contracts

General perception measurement on overall quality of the relationship

Perceived performance measurement for Mass Market

DESCRIPTION

Set of Worldline global top accounts

SCOPE

Large and medium size contracts

Mass Market contracts

Contracts governance team (IT departments, operational managers, etc.)

Chief Experience Officer of key accounts

TARGET AUDIENCE

Merchants

Phone interviews with a representative sample of merchants

METHOD

Online surveys

Face-to-face interviews

FREQUENCY

Once a year

Once a year

Once a year

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Universal Registration Document 2019