SUSTAINABLE DEVELOPMENT Act for People 4 In Italy, for example, the Le Corti Venete center (Verona) even 4.3.3 Involvement of stakeholders partnered up with a local charity (Progetto Casa di Martino) to collect in development projects basic necessities and food every Monday. They collected eight metric tons of goods in 2017. Klépierre puts particular emphasis on development projects. Through The Act for Good ® action plan provides that by 2022, 100% the deployment of its strategy, the Group wants to involve its of centers will organize a clothing/toys/furniture drive for stakeholders from the outset of the project to co-build the shopping a local charity. centers of tomorrow. This is a unique opportunity to re-engineer the processes, innovate and build in a CSR approach before carrying out It is important for Klépierre to support the corporate citizenship efforts the project. of its tenants and to offer them the support and visibility they need for The Act for Good ® action plan provides that by 2022, 100% of their actions. Cooperation with the retailers is a win-win for all because development projects will plan a participatory approach. it makes it possible to jointly develop new initiatives and amplify the impact of actions. In 2017, 37% of centers supported a community initiative organized The Act for Good ® action plan provides that by 2022, 100% of by a retailer. development projects will have suppliers sign a "sustainability For example, in Portugal, the Parque Nascente center (Porto) charter" covering both procurement and construction site organized an event entitled “Combating poverty and social exclusion” management. in cooperation with the Jumbo retail chain. The center provided There were no major developments launched in 2017. Klépierre teams logistical support for this event, which lasted a week. only had few opportunities to involve stakeholders in development The Act for Good ® action plan provides that by 2022, 100% projects. of centers will support a community event organized by a retailer in their center. 4.4 Act for People 4.4.1 Visitor satisfaction > to identify visitor loyalty and the competitiveness of rivals; Klépierre would like to offer each visitor a shopping center experience > to measure visitor loyalty; that is suited to his or her needs. Convenience, accessibility, retail mix, > to learn their mode of transportation to the centers; friendliness and safety are key concepts in meeting the expectations of a public whose expectations are constantly evolving. > to ask about their expectations about services and events and their retailer preferences. Customer satisfaction is a key factor in measuring the attractiveness of a shopping center and customer satisfaction surveys are thus Questionnaires were also sent by e-mail to the Group’s customer indispensable tools for ensuring that the appropriate measures have database. There were 93 of these surveys in 2017. Their aims were been taken to meet visitor expectations. similar to those of the paper surveys: to measure customer satisfaction and the attractiveness of the centers. The Group’s Marketing Department therefore focused on creating targeted customer questionnaires. Visitors were surveyed directly 68% of French centers conducted visitor satisfaction surveys in 2017 in the shopping centers: 26 studies were thus carried out in 2017, and 65% set specific improvement goals for the results of visitor each comprising a panel of more than 1,000 visitors meaning that a satisfaction surveys. Klépierre places great importance on feedback total of over 26,000 people were surveyed across Europe. The survey from its visitors in order to continually improve customer experience. questionnaires were also harmonized throughout Europe, in order to At least one satisfaction survey has been carried out at 81% of obtain the most usable answers possible in all the countries in which shopping centers in value over the past two years. Klépierre operates. In parallel, Klépierre is gradually developing tenant satisfaction surveys The satisfaction surveys had a number of aims: (20.4% of centers did such surveys in 2017). > to measure center attractiveness; > to define visitor profiles; KLÉPIERRE 2017 REGISTRATION DOCUMENT 193