Sustainability Statement Consumers and end-users (S4) 04 4.10.1.3 Customer satisfaction: the bedrock of Michelin’s strategy Total customer satisfaction is the bedrock of the Group’s quality strategy and to deliver it, the Michelin Quality Process, known as the “Customer Promise Guarantee”, is applied in every aspect of the business. As seen in the chart below, it ensures that the Group knows its customers and markets, develops products and solutions aligned with their needs, fulfills its commitments in implementing its solutions, and measures their satisfaction. The marketing, in-field customer support, and sales teams are dedicated to understanding customer demands and the risks arising from specific or extreme conditions of use in the markets where the products and services are sold. This understanding is documented in specifications and integrated into the research and development processes. The objective of leading the industry in creating customer value is tracked in the Group’s strategic scorecard, with a net promoter score (NPS) target set for 2024 (see section entitled “Metrics and Targets” below). 4.10.1.4 Innovating for customers with data-driven experiences With more than a million vehicles under contract, Michelin is a leading provider of data-driven, AI-enabled connected solutions for business fleets. The Connected Solutions business line focuses on developing, delivering and operating innovative solutions for mobility professionals, based on in-depth knowledge of customers and their usage practices, coupled with data management expertise. These solutions help mobility professionals to meet the challenges of improving the safety of transported people and goods, increasing the productivity of their fleet management operations and reducing their CO2 emissions. EFFITIRES(1), for example, facilitates tire maintenance by using an automated inspection system to improve operating efficiency and safety, while reducing CO2 emissions and raw materials use. MICHELIN Connected Fleet(2) provides the applications and data that fleet operators and managers need to optimize their fleet management process. Through MICHELIN Mobility Intelligence (MMI)(3), Michelin is leveraging innovative data analytics, powered by advanced artificial intelligence and machine learning technologies, to provide actionable information (for example, identifying and mapping high-risk areas) that helps to improve road safety and transportation infrastructure. (1) See https://pro.michelin.fr/transport-de-marchandises/services-transport-de-marchandises/effitires. (2) See https://connectedfleet.michelin.com/fr/. (3) See https://mobilityintelligence.michelin.com/en/. 1 2 3 4 5 6 GARANTee of PROMiSES to customers GARANTee of PROMiSES to Customers We� keep our promises because... We develop offers that meet their expectetions We know our Customers and our markets We respect our commitments through our operations We clearly communicate the promises contained in our offers We detect deviations from our promises and react promply We measure the satisfaction of our Customers Management Commitment Symmetry of considerations mindset &� skills standards� reliable� data KPIs 282 2024 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN
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