Universal Registration Document 2024

SUSTAINABILITY REPORT 4

SOCIAL AND SOCIETAL MATTERS

POSITION OF PARIS- CHARLES DE GAULLE AND PARIS-ORLY IN THE SKYTRAX RANKING OF THE 100 BEST AIRPORTS IN THE WORLD

u mystery visits to measure the extent to which the airport experience meets expectations. These visits cover areas such as reception, screening and assistance for people with reduced mobility, as well as the experience in shopping areas and car parks. For example, Extime Duty Free Paris has developed its own tool for monitoring customer satisfaction by carrying out mystery visits to each terminal every month via a programme called OSAR (Open Smile Consider Assist Recognize). The aim of this approach is to ensure consistent service quality and customer experience across all the outlets concerned at the two Paris hubs. Similar approaches exist for Extime Travel Essentials Paris and Extime Food & Beverage Paris. Aéroports de Paris has also set up a “Customer Community”, now made up of 1,000 customers (French- and English speaking). This community enables the Group to: u maintain a special relationship with travellers; u listen to, understand and analyse their expectations; u collect/test insights in agile mode; u create visibility and expertise around the airport of tomorrow. As part of its continuous improvement and customer focus monitoring approach, Groupe ADP analyses all customer feedback from several sources: u Google Reviews: u analysis of the ratings and comments posted on the Paris-Charles de Gaulle and Paris-Orly Google pages, as well as on the pages of the various points of sale (shops, bars and restaurants) located on the two Paris hubs. These analyses enable us to identify the pain points in the passenger journey, identify areas for improvement and implement action plans, u replies to all comments posted on these same pages are currently being deployed; u comments posted on social networks (X, Instagram, etc.): analysis and response to comments; u customer complaints resulting from calls to the 3950 number and from the form available on the Paris Aéroport website.

For customers of the Real Estate department, satisfaction is measured by hub and by building using a dedicated measurement tool. (Archibus launched in 2021). This includes multi-technical services, multi-services, corrective maintenance, maintenance of green spaces and cleaning, for example. In addition, quality control of services and technical interventions is systematically carried out by dedicated teams. This helps to guarantee the safety, performance and longevity of the installations in particular. While the Real Estate Department favours a proactive approach with regard to services, this is part of a continuous improvement process based on the evaluation of end-user perceptions and constant quality control. [S4-2-20-(a)] → Engagement occurs with affected consumers and/or end-users or their legitimate representatives directly, or with credible proxies In addition to the customer engagement instruments and internationally recognised barometrics described above [see S4-17], Groupe ADP has tools for evaluating the customer experience for specific needs: u ad hoc studies (quantitative, qualitative) on specific issues to assess the possibility of launching new projects to improve the customer experience;

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UNIVERSAL REGISTRATION DOCUMENT 2024 w AÉROPORTS DE PARIS