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.

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Universal Registration Document 2020