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We strive to build solid and transparent re- lationships which generate value for each of our stakeholders. Via communication channels tailored to the characteristics of each group, we can understand their expectations, complaints and propos- als for improvement. We analyse those needs and incorporate them in our strat- egy, which enables us to improve daily and strive to be perceived as a reliable, leading energy company in the sector.

In accordance with our Stakeholder Rela- tionship Policy and the related Manage-

ment System, we identify, prioritise and manage the most relevant stakeholders for the Company. The results obtained through the pilot project at the San Roque site, developed in 2016-2017, have ena- bled us to update these tools, with the intention of aligning and standardising the management of stakeholders of differ- ent Cepsa businesses and areas in 2018 via the definition of stakeholder maps and their management in Spain and Latin America.

ShARehoLdeR Representation of our sole shareholder in the corporate governance bodies enables

participation and contribution in the management and performance of Cepsa.

CuSToMeRS Satisfaction measurement systems.

Complaint management systems.

Customer Service.

Customer Experience and Service Now for the continuous improvement of satisfaction and for the integrated management of customer incidences.

eMPLoyeeS ethics and Compliance Channel. Climate and engagement survey. Thinkbox channel for ideas and

suggestions.

Corporate Intranet. direct communication processes.

SuPPLIeRS Suppliers portal on the corporate

website. Satisfaction surveys.

email inboxes and support centres. Supplier s day. .

SoCIeTy Web: www.cepsa.com

Community and resident committees.

Open days and public consultations.

Email inboxes.

Social management teams at our sites.

Ethics and Compliance Channel.

4.1 STAKehoLdeRS

CHAPTER 4 efficient and responsible management

2017 ANNuAL ANd CoRPoRATe ReSPoNSIBILITy REPORT