04 Sustainability Statement Consumers and end-users (S4) 4.10 CONSUMERS AND END-USERS (S4) Three questions for Dmitry Molokanov, Chief Customer Experience Officer “Customer engagement and the quality and safety of our products and services are the hallmarks of the Michelin experience.” ” How does Michelin currently ensure that the safety of its products and services remains a core priority in their development process? Michelin is deploying a number of key practices to ensure that safety is deeply embedded in the development of its products and services. First, we’ve instilled a real culture of quality, based on strict standards such as ISO 9001:2015, whose certification informs our quality management processes. Second, our marketing, engineering and product development teams work closely together to define rigorous safety criteria for each MICHELIN-brand product, factoring in such market data as applicable standards and conditions of use, as well as emerging trends. We also conduct extensive testing throughout the development process to ensure that all our products meet the highest safety standards before they are brought to market. Lastly, customer feedback and potential incident reports are systematically analyzed to help deliver steady improvements. A product and customer service performance tracking system is in place, enabling us to detect even the most latent issues and respond quickly and effectively if necessary. How does Michelin measure customer satisfaction to continuously improve the safety and quality of its products and services? We use a purpose-designed customer relationship ecosystem we call “customer centricity”, which combines a variety of tools and methods to listen to the voice of our customers. For example, we conduct regular satisfaction surveys and analyze feedback from our customer rooms(1), whose locations close to key markets enable us to pick up quickly on any dissatisfaction and respond appropriately. In addition, we’ve set up tracking platforms that collect data from social media and other communication channels, which are analyzed to deepen our understanding of customer expectations and adjust our offering accordingly. Of course, in addition to all this, our in-field customer support engineering teams and sales forces are in close, daily contact with our dealers and partners, enabling us to gather direct feedback on the performance of our products in real-world conditions. How does Michelin address customer expectations and needs to support sustainable mobility without compromising on the safety of its products and services? Michelin’s future vision for the safety of its products and services is to continue innovating by embracing advanced technologies, such as artificial intelligence and usage data analytics, to meet emerging safety needs. Collaborative working, both with our customers and partners and between our teams, is enabling us to develop solutions that specifically meet our customers’ safety and sustainability needs. In this way, we are seeking to actively contribute to road safety initiatives worldwide, while aligning our strategy with the Sustainable Development Goals. By placing our customers squarely in the center of our vision, we hope to build trust and nurture a unique user experience that combines safety and environmental sensitivity. (1) Located close to key markets and equipped with all the necessary capabilities, customer rooms capture customer dissatisfaction and then respond, as quickly as possible, with initiatives that effectively fulfill the customer promise. If necessary, they can hand the problem over to the Quality Platforms. 279 2024 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN
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