Worldline - 2019 Universal Registration Document

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

WL 1 Service availability rate: Exclusion of WOPA, PaySquare, Six Payment Services (SPS) and Equens. GRI 102-44 Overall customer Satisfaction from Tactical surveys: As part of 2018 the reporting scope is based on the eligible revenues, representing each contract taken into account by the satisfaction survey. GRI 102-44 Net Promoter score: As part of 2018 the reporting scope is based on the eligible revenues, representing each contract taken into account by the satisfaction survey. In 2019 SPS contracts have been included in the scope (35 contracts). The indicator was calculated internally since 2014, but all of this data is published for the first time in 2018. WL 2 External awards success rate: In 2019, there was no application for awards.

WL 3 Number of security Incidents: Exclusion of equensWorldline Italy, equensWorldline Netherlands, equensWorldline Germany, equensWorldline Finland, SPS Switzerland, SPS Luxembourg, SPS Austria and SPS Germany. WL 3 Percentage of employee that have attended e-learning: exclusion of Germany. WL 8 Customer innovation sessions delivered by Worldline for customers: There was a change in the definition compared to 2017. As part of 2018, there is no need to have a member of the scientific community in the session. The values from 2014 to 2017 correspond to the previous definition of the indicator (AO10) who aimed to include the members of the scientific community into the organization of the innovation workshops.

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Universal Registration Document 2019