Worldline - 2020 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] [WL 4]
2020
2017
2016
2015
2019 2018
Indicators
GRI
Services availability rate Services availability rate
WL1
99.91% 99.95% 99.97% 99.96% 99.88% 99.81%
Innovation
WL2
Percentage of PhD and PhD students at R&D department
37% 38% 49% 49% 45% 46%
Number of WIN members
56
55
47
45
44
45
Customer satisfaction survey
GRI102-44
Overall customer satisfaction from Tactical surveys (scope from 0 to 10)
8.2
8.2 8.1
8.1
7.7
7.3
Net promoter score
49% 47% 41% 40% 29% 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” (M€) Financial Services - Percentage of total revenue of “sustainability offering” Initiatives regarding Innovative Services / Products Developments Innovation sessions delivered by Worldline for customers 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 € Revenue of “Sustainability offering” Total revenue of “sustainability offering” (M€) Customer complaints
GRI201-2
Qualitative QualitativQe ualitative Qualitative Qualitative Qualitative
GRI203-1
Qualitative QualitativQe ualitative Qualitative Qualitative Qualitative
WL4
1,055
1,016 816
770
586
575
209
212 225
186
180
186
20% 21% 28% 24% 31% 32%
333
366 202
207
175
166
32% 36% 25% 27% 30% 29%
514
438 389
377
231
224
49% 43% 48% 49% 39% 39%
WL8
51
14
15
9
10
17
GRI418-1
0
0
0
0
0
0
0
0
0
0
0
0
Data Security incidents Number of security Incidents
WL3
561
274 159
150
110
126
Number of data breach
TC-SI-230a.1
60
-
-
-
-
-
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
13.0% 20.4% 27.0% 10.7% 1.1% 0.8%
89% 96% 90% 94% 90% 86%
92% 85% 82% 90% 89% 78%
* As mentioned above, it only concerns the former Worldline’s perimeter and not the Ingenico’s one.
136
Universal Registration Document 2020
Made with FlippingBook Ebook Creator