Worldline - 2019 Universal Registration Document

D

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

Key performance indicators about business and innovation D.2.6 [GRI 102-44] [GRI 418-1] [WL 1] [WL 2] [WL 3] [WL 8] [AO 7]

2019

2018

2017

2016

Indicators

GRI

Services availability rate Services availability rate

WL 1

100%

100% 99.96% 99.88%

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

WL 2 WL 2 WL 2

38%

49%

49%

45%

Number of WIN members External awards success rate

55 0%

47 0%

45 0%

44

50%

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

GRI 102-44 GRI 102-44

8.2

8.1

8.1

7.67 29%

Net promoter score

47%

41%

40%

Financial implications and other risks and opportunities due to climate change Financial implications and other risks and opportunities due to climate change Development and impact of infrastructure investments and services supported Development and impact of infrastructure investments and services supported 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” (in € million) Financial Services – Percentage of total revenue of “sustainability offering” Initiatives regarding Innovative Services/Products Developments Innovation sessions delivered by Worldline for customers 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 Percentage of Open Security Incidents Open vs closed Percentage of Employees that have attended to the Safety & Security E-learning Percentage of Employees that have attended to the Data Protection E-learning Revenue of “Sustainability offering” Total revenue of “sustainability offering” (in € million) Data Security incidents Number of security Incidents

GRI 201-2 Qualitative Qualitative Qualitative Qualitative

GRI 203-1

Qualitative Qualitative Qualitative Qualitative

AO 7

1,016

815

770

586

AO7

212

224

186

180

AO 7 AO 7

21% 366

28%

24% 207

31% 175

201

AO 7

36%

25%

27%

30%

AO 7

438

389

377

231

AO 7

43%

48%

49%

39%

WL 8

14

15

9

10

GRI 418-1

0

0

0

0

GRI 418-1

0

0

0

0

WL 3 WL 3

274 20%

159 27%

150

110

10.7%

1.06%

WL 3

96%

90%

94%

90%

WL 3

85%

82%

90%

89%

124

Universal Registration Document 2019