Worldline - 2020 Universal Registration Document

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EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Reporting methodology and scope for non-financial indicators

100% of incident responses compliant with Worldline security policy The number of security incidents and the number of security events correspond to the number of tickets that have been opened to signal an incident during the reporting period. There are three principal ways of opening a ticket: When the IT system logs a security event considered as ● being security relevant an alarm is created, a team analyses all the alarms and decides if a ticket needs to be open or not; When a client warns Worldline about a wrong information ● treatment; When an employee is subject to a security incident. ● The different types of security incidents are defined through Worldline security policy. This Security Policy describes high-level security objectives and is issued to all staff within the organisation. This indicator measures the level of performance of Worldline regarding its response towards incidents (priority 1, 2, 3 and 4) which is a key issue for customers’ satisfaction. The main security principle is that the incident must be closed as soon as possible. The number of security incidents is the sum of all tickets that have been opened during the reporting period. For 2020, SPS security incidents are not included in scope. 100% of Compliance Assessment of Data Processing (CADP) performed for all processing activities This indicator aims to ensure that the necessary assessments and records of processing activities regarding data protection are performed in Worldline. In other words, it indicates the performance in covering inventory by CADP (submitted, reviewed and validated). Indeed, data protection legislation obliges data processors and data controllers to document the processing activities they perform. The CADP will address all processing of personal data and will cover external processing (for customers) and internal processing (for Worldline needs) and is introduced as part of the Worldline GDPR (general data protection regulation) compliance programme. The indicator is obtained by dividing the number of activities assessed by a CADP/by the number of processing activities. For this indicator, the scope is limited to the entities and countries of Worldline in Europe and it represents 95% of the revenue. 725 millions of euros generated through sustainable solutions that contribute to societal and environmental progress (in € million) This is the WL4 indicator, described below.

An overall Customer Satisfaction (OCS) score of 8 points The IS0 10004 standard defines “Customer Satisfaction” as customer’s perception of the degree to which their expectations have been fulfilled. At Worldline, “Customer Satisfaction Management” refers to all activities that involve: Measuring the voice of customers with regards to the 1. quality of Worldline products and services; Acting upon customers’ feedback to improve the quality 2. of our products and services. Every year, Worldline organises two waves of surveys: during the 1 st semester and during the 2 nd semester. It conducts surveys per contract. Each individual contract in scope is surveyed once a year during one of the two waves. The question “Overall, how satisfied are you with Worldline?” is used to measure the overall customer satisfaction (OCS) at various levels. The OCS scores are calculated in the following order: Contract OCS: This is the score given by a respondent. If 1. several people answer for one contract, the contract OCS score is the average of the scores given by all the respondents for that particular contract; MU OCS: average OCS of all the contracts belonging to 2. the MU; Worldline global OCS: average OCS score of all contracts 3. in the scope of the survey. The objective is to cover as many contracts as necessary; starting with the highest contract values to cover at least 75% of the Managerial Unit’s Addressable Revenue for the current year. 5 employer brand study citations These quotations in employer brands could be quotations in newspapers, social networks or other media and quotations in employer brand study. It also concerns some employer brand certifications obtained (such as for instance the Happy Trainees certification). For instance, the citation is considered as an employer brand citation when the Company is recognised as a good employer or when good working conditions are acknowledged. 90% of employees satisfied with the training provided by Worldline In order to measure the employees’ satisfaction regarding the trainings they received during the year, Worldline has developed a yearly survey that aims to deliver on a yearly basis the employee satisfaction KPI for each training they attended, to ensure that this information can be audited and provide inputs for the Learning and Development department that will set action plans when necessary to increase the quality of the trainings. The calculation is the ratio of the number of respondents who state being satisfied with the trainings received/Number of respondents.

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Universal Registration Document 2020