SUSTAINABLE DEVELOPMENT 4Act for People 3 VISITOR SATISFACTION SURVEYS 2017 current basis (98% coverage): 138 shopping centers and 5,027,646 sq.m Central Group France- Europe The coverage Belgium Italy Scandinavia Iberia (a) Germany Group rate & Turkey Netherlands PROPORTION IN VALUE OF CENTERS WHICH HAVE CARRIED OUT AT LEAST ONE SATISFACTION SURVEY DURING THE LAST 24 MONTHS 2016 & 2017 68% 98% 81% 100% 68% 100% 87% 81% 98% NUMBER OF CUSTOMERS SURVEYED 2015 9,015 4,965 7,902 12,419 3,600 1,866 0 39,767 98% 2016 3,338 5,417 3,000 9,976 5,232 2,886 3,321 33,170 98% 2017 9,965 34,246 7,550 15,208 7,848 1,624 3,321 79,762 98% (a) Because of the major work underway in 2017, Hoog Catharijne was excluded from the reporting (the values, which are overly impacted, add noise to the country’s annual trends). The Clubstore® Charter This service, called #JustAsk, has given visitors: Clubstore® is one of the Group’s four operational pillars. It is a > better information about their shopping center (opening hours, process of improving the customer’s journey at each of the 15 stages special opening hours, events, etc.); identified by Klépierre. For these stages, which make up so many > better knowledge of the products available in the center (brands, points of contact with visitors, the Group has defined quality flagship products, current promotions, etc.); and standards for construction, equipment and behavior that constitute the Clubstore® charter applied in the Group’s shopping centers. All > personalized support (lost and found, complaints, etc.). Klépierre employees in direct contact with visitors have been trained #JustAsk has also allowed Klépierre to take visitor comments into in this approach, representing over 300 people. account to study ways to optimize their experience in centers, and The Clubstore® charter was developed on the basis of feedback from they can also give their opinions or ask questions via the “Contact us” those employees and an internal platform was launched at the end of section of all center websites. 2017 to continue the sharing of best practices between employees to In March 2018, a robot will be available 24/7 to answer all the nurture and optimize visitor hospitality standards. practical questions of Internet users concerning general information By 2022, the Group has set for itself the goal of increasing about shopping centers such as opening hours, the various services the average Net Promoter Score (NPS) of its centers by available, promotions, etc. 3 points vs. 2018. in the longer term, Klépierre plans to roll out a global and personalized shopping assistant in 2019. The #JustAsk service The Act for Good ® action plan provides that by 2022, 100% The penetration rate of social networks has reached 49% in of customers' questions will be responded to in less than Europe and Klépierre’s Facebook community has close to 4 million one hour. subscribers. As 55% of visitors to the Group’s centers say that Facebook Messenger is their preferred means of getting in touch 4.4.2 Health and well-being at the centers with its shopping centers, Klépierre has chosen to focus its efforts on that social network. Several hundred million people visit Klépierre’s shopping centers Its goal is to increase the overall satisfaction of its visitors by offering each year. These are also places where tens of thousands of people them a way to stay connected with the shopping center even when work every day. This is why the Group seeks to offer everyone a safe they are not visiting. and healthy environment and thus has an active policy in terms of The Group is committed to responding to its visitors via Facebook healthcare and well-being. Messenger in less than one hour during opening hours. A pilot for this First of all, shopping centers must have impeccable health quality. service was launched in November 2016 in three shopping centers Klépierre has identified three major components in this respect: and subsequently extended to 40 European centers. It is meant to be > health quality: 92% of the cleaning suppliers are certified, most deployed in 90 centers by April 2018. of them under ISO 14001, and their specifications include The results are very encouraging and have pushed the Group to products favored for improved health quality. The monitoring extend this approach. The number of questions asked on Facebook and maintenance of ventilation ducts are also highly regulated in has increased by 46% and a survey shows that 86% of internet users Europe; believe that getting a response via Facebook 24/7 facilitates their > the quality of the materials, coverings, facades, furniture: the Group consumption experience. strives to use healthy materials with low emissions of volatile organic compounds, and with low content of harmful substances. Asbestos and the monitoring of technical facilities are also covered by the Group’s risk management policy; 194 KLÉPIERRE 2017 REGISTRATION DOCUMENT