Saint Gobain - Registration document 2016

2 ONE AMBITION: TO IMPROVE THE WELL-BEING OF ALL 4. Proximity to customers

Proximity to customers 4.

4.1

AN AMBITIOUS DIFFERENTIATION STRATEGY

An approach tailored to each customer 4.1.1 In the construction markets, Saint-Gobain aims to be the partner of choice for every player, from initial design to worksite implementation and project completion. The Group has set up Habitat Committees aimed at developing marketing and commercial synergies between various Saint-Gobain companies, through cross-business initiatives tailored to each customer group, such as: India; a coordinated approach to the principal key accounts in ‹ construction and renovation projects, organized by market segment (residential, healthcare, education, hotels, etc.), and often based on innovation centers and showrooms in France, the United Kingdom, Italy, the United States and Spain; new innovation centers opened in 2016 in Brazil and,

combined training provision specifically for installers in ‹ several countries, delivered at dedicated Saint-Gobain centers (for example, in France, Italy, Ireland, Russia, Sweden, Austria, the Netherlands, etc.); a coordinated presence at major trade shows, such as ‹ Greenbuild in the United States, Ecobuild in the United Kingdom, Batimat in France, and the Big 5 in the United Arab Emirates, which provide opportunities to showcase the Group’s products and solutions and enable Saint-Gobain experts to give talks on topics such as eco-innovation and sustainable construction, or on new building techniques.

2

Saint-Gobain's vision: to be the preferred partner of all construction and renovation players, from design to completion. MAJOR TRENDS AFFECTING THE HABITAT MARKETS

Urban development and demographic change ‹ Sustainable design, construction and operation ‹ Holistic building design (multi-dimensional criteria) ‹

ARCHITECTS, SPECIFIERS, PRIVATE INDIVIDUALS INVESTORS, DEVELOPERS,

TRADESMEN, PRIVATE INDIVIDUALS, CONTRACTORS, DO-IT-YOURSELFERS Develop reliable, easy and rapid ‹ solutions Make the lives of installers easier ‹ by assisting them to grow their own business through an extended services offering: training, sales assistance, technical assistance, technical studies, etc. to support them throughout their professional lives Roll out multi-channel approaches ‹ Retain the loyalty of professional ‹ clients through a close relationship developed through strong local distribution brands

MAIN CONTRACTORS

DISTRIBUTORS

Capitalize on strong brands ‹

approach process with a Multi-Comfort Put the user at the center of the ‹ construction and renovation Minimize the environmental impact ‹ of buildings: eco-innovation policy, life cycle analysis and Environmental Product Declarations for all product families Support customers in their major ‹ projects in coordinated fashion between Saint-Gobain activities (including key accounts), based on the Group's skills in Building Sciences

Develop systems and services to ‹ simplify implementation and to optimize csts and delivery times at worksites –specifically by combining the expertise of the Group's various activities Co-develop new solutions with ‹ major builders Support major projects, with a ‹ targeted service offering: BIM objects for digital modeling, adapted logistics, etc.

distributors to grow their sales and optimize their processes (adapted logistics, training of field teams, optimized merchandising, business support, etc.) Develop a service offering to allow ‹ Develop e-commerce and ‹ e-services offerings to simplify and optimize processes and facilitate sales development

Customer satisfaction 4.1.2 Several practices have been adopted by all the Group’s Activities to measure customer satisfaction: firstly, the use of a short questionnaire, sent at least once a ‹ year to actual and potential customers, both direct and indirect, to identify the main areas of satisfaction and dissatisfaction and determine the “net promoter score”, a single, common metric across all customers;

recur in all questionnaires as the most frequent causes of dissatisfaction: customers demand above all else that suppliers keep their promises. secondly, a more stringent, responsive measurement of ‹ compliance and timeliness, since these two parameters

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SAINT-GOBAIN - REGISTRATION DOCUMENT 2016