Worldline - 2019 Universal Registration Document

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

To ensure that Worldline closes the Customer Satisfaction loop, all Customer Satisfaction processes at various levels follows the Plan-Do-Check-Act cycle as illustrated below:

PLAN AND PREPARE THE ANNUAL SURVEYS • Survey planning begins with setting objectives. • The scoping consists in defining the field of activity (accounts, contracts, organizational unit, geography, product...) that will be the subject of the survey. • Particular attention is paid to ensuring that the questionnaires are consistent with the CSAT framework and policy. DEFINE IMPROVEMENT ACTIONS AND MONITOR THEIR EXECUTION UNTIL COMPLETION • Improvement action plans are defined and shared with customers to ensure that Worldline addresses the needs and concerns expressed in the annual survey results. The agreed improvement actions are steered, globally and locally, until completion. • Mass Market CSAT improvement actions are marketbased.

CONDUCT THE PLANNED SURVEY • Each survey uses an appropriate survey methodology as defined in the Worldline CSAT Framework and Policy.

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WORLDLINE CUSTOMER SATISFACTION FRAMEWORK

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ANALYZE AND REVIEW THE RESULTS OF THE SURVEY • Survey results are analyzed and evaluated with management at the local and global level.

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Corporate Programs focusing on improving Customer Experience To support and better coordinate the implementation of improvement actions, Worldline has created the two following programs: Objective Zero Incident initiative (OZI): Worldline ●

throughout the organizations, in all geographical areas worldwide; First Time Right Delivery: Worldline launched “First Time ● Right” in order to share the experience of better connecting the Agile, DevOps and Test Automation culture at Worldline. Worldline is seeking to refine its ways of working by promoting the best examples and highlighting key lessons learned across the Group. To improve systematically and become a fully agile organization, Worldline is continuously evaluating the benefits offered by this way of conducting business and how the hurdles can be overcome.

continuously seeks to improve the quality of the services delivered to its customers, targeting a drastic reduction of incident occurrence and unresolved problems that hurt customer experience in terms of reliability and robustness, and dampen much internal energy. Via the OZI initiative, a systematic follow-up of both the Incident and Problem management processes is put in place. Process improvements are identified through a continuous service improvement method, and systematically enhanced

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Universal Registration Document 2019