4 _287 2023 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN 4 NON-FINANCIAL STATEMENT Sustainable Development Report These recalls applied to: ● 98 passenger car tires, which were recalled in March 2023 in support of a car manufacturer. Under certain specific/extreme conditions of use, a manufacturing issue may have resulted in a loss of pressure. ● 365 passenger car tires sold primarily in Europe, which were recalled in April 2023 in association with a car manufacturer. The component used for the tread does not meet our internal specifications and could lead to a potential problem with the vehicle handling and/or longer braking distance, mainly on wet surfaces. ● 619,716 Agilis CrossClimate C-Metric tires which were recalled in April 2023 in North America. These tires are marked with the three peak mountain snowflake symbol but do not meet the test requirements for traction in severe snow conditions. ● 1,829 passenger car tires, which were recalled in July 2023 in South-east Asia and Mexico. These products do not meet our internal specifications. Balancing difficulties and vibrations may alert the user, but a rapid loss of pressure cannot be totally ruled out under certain sustained and prolonged conditions of use. ● 452 tires fitted on vintage cars in North America, as an extension of the recall already launched end of 2022 due to the absence of “DOT” letters on the sidewall markings. All of the recalls were issued voluntarily as a preventive measure and carried out in a fully transparent manner. Each one specified the model number, date of manufacture and other information enabling the recalled product to be easily identified, as well as a description of the defect, an assessment of the risks, an identification of the root causes and the corrective actions taken. Where applicable, regulatory authorities were informed in full compliance with prevailing legislation and guidelines. Stakeholders such as automakers, wholesalers, dealer networks and customers were also informed through appropriate channels. During each recall campaign, a multidisciplinary team managed deployment of the action plan in accordance with Group procedures. To assess the recall’s effectiveness, the campaign is continuously and systematically tracked by the Quality Department. CLOSE-UP “We measure customer satisfaction” The Group has used the Net Promoter Score® (NPS®) as an indicator to measure customer satisfaction and, if needed, to take corrective action to improve it. Since 2020, the Group has been tracking the Partner NPS, a composite metric that is the weighted average of the OEMs and dealers macro-clusters. In addition, the new End Customer NPS indicator will be deployed in 2024. OUR OBJECTIVE: The Group is committed to increasing the Partner NPS by ten points by 2023 compared to 2020. In 2023, the score improved by 1.1 points to 42.7, with gains among both OEM and dealer customers. The quality of the Group’s products and its brand identity are clearly esteemed. On the downside, some customers commented negatively on certain price increases or expected improvements in the supply and delivery chains, although in the latter case, the comments improved over the year. In addition, in 2023, customers and independent rating agencies continued to recognize the commitment of the Group and all its employees to improving their experience. The Group received a wide array of awards and distinctions. For the 20th year in a row, the J.D. Power US Original Equipment Tire Customer Satisfaction Study® once again ranked Michelin at the top in the Luxury and Truck/Utility segments in North America. We measure the satisfaction of our Customers. 40.3 points 2020 41.6 points 2022 42.7 points 2023 Target: 50 points 2030 NPS NPS
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