Atos - Registration Document 2016

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D Corporate Responsibility

D.3 Generating value for clients through innovative and sustainable solutions

representatives (management and / or sales) and covered Atos The strategic surveys are handled by Atos executive top accounts (200) through face to face interviews. feedback at contracts level from the clients team on Atos The tactical surveys are driven by the Divisions and allow getting services or project deliverables and overall performance. allows monitoring of service performance perception and driving asked from the end-users following a service request. This For large account serviced by Atos, an immediate feedback is daily operations.

survey, related intimacy and relationship improvement actions. sales operations and the client executives for the strategic worldwide. The whole program is driven by Group quality with described in Atos customer experience framework deployed reviews and of division monthly reviews. Progress and feedback tracking are part of account quarterly for the tactical surveys and associated improvement loops. It is driven with the Divisions quality customer experience team workshops, cook books on most repetitive situations are The overall improvement loops, associated tools, specific

while enlarging the Clients based engaged in this process from 55% today to more than 80% of the External Revenues as shown below: At Strategic level, Atos 3-year plan for 2017/2019 is aiming at reaching and sustaining an overall Net Promoter Score (NPS) above 50%

10%

15%

20%

25%

29%

36%

30%

42%

46%

55%

48%

50%

48%

53%

60%

56%

63%

29%

34%

44%

14%

26%

19%

-10%

2012

2013

2014

2015

2016 Target 2016 @ 130%

Target 2019 > 50%

■ Detractors ■ Passives

■ Promoters

NPS

■

&DATAMANAGEMENT: OVERALL CUSTOMER SATISFACTION FOR THE INFRASTRUCTURE Management Division. Satisfaction management program across Infrastructure & Data trend and confirmed effectiveness of the first phase of Atos So with 4 years background now, Atos can display a positive

&DATAMANAGEMENT: NET PROMOTER SCORE FOR THE INFRASTRUCTURE

49%

41%

Target H2 -16

34%

27%

8.2

22%

8.1 8

Target H2 -16

14%

7.8 7.9

10%

7.6 7.6

7.1

-5%

6.9

6.7

-17% -16%

0,14

H1 2012

H2 2012

H1 2013

H2 2013

H1 2014

H2 2014

H1 2015

H2 2015

H1 2016

H2 2016

Atos can now also display similar trend for the Division Business Platform & Solutions, leading to similar conclusion.