Corporate Social Responsibility Report 2010

Insights – Excellence

Global Satisfaction Survey – listening to stakeholders

Frequent stakeholder consultation

We seek continuous dialogue with our various stakeholders in several fields. Our Global Satisfaction Survey (GSS) reaches out to more than 100,000 clients and 240,000 associates twice a year. Today, the survey encompasses 25 countries and 19 languages, across eight major Group brands. The GSS monitors client and associate satisfaction and other retention metrics. It supports our ambition of delivering service excellence at all times by listening to and partnering with our customers. Employee satisfaction is specifically measured by the Great Place To Work® Institute.