04 Sustainability Statement Consumers and end-users (S4) 4.10.5 METRICS AND TARGETS The Net Promoter Score® (NPS®) Since 2018, the Michelin Group has used the Net Promoter Score® (NPS®) to help employees to measure customer satisfaction and, if needed, take corrective action. NPS improvement initiatives are defined by the regional organizations and the Business Lines in close collaboration with the Customer Promise Guarantee teams and in-house partners (sales forces, Supply Chain, Customer Business Service, etc.). Regional initiatives are led by local management teams, while at Group level, every Customer Centricity Board meeting includes a dedicated NPS® session. In addition, twice a year, the Corporate Customer Promise Guarantee team issues a progress report on the initiatives underway. Based on an NPS® of 50.6 in 2020 for the original equipment passenger car tire business, the Group’s executive team is committed to increasing the Partner NPS by 10 points over the 2020-2030 period. In 2024, the Partner NPS stood at 40.2, compared with 40.3 in 2020. Partner interviews in 2024 emphasized the quality of Michelin’s products and brand identity, but some customers commented negatively on product pricing and availability. The NPS is included in the Group’s strategic scorecard of indicators. 285 2024 UNIVERSAL REGISTRATION DOCUMENT_MICHELIN
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