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CHAPTER 4 Responsible management

Nurturing the relationship we establish with our customers is a priority. Continu- ous, sustainable improvement in all those processes involved in customer services

and care is needed to provide the best a- ssistance. The cornerstones on which this relationship is founded are as follows:

In 2019 we completed the implementa- tion of the Customer Experience project aimed at obtaining continuous feedback on customer experience in the various processes and interactions with Cepsa. This project is underpinned by our Cus- tomer Satisfaction and Experience Mea- surement Policy which establishes the bases and the methodology to enable us to apply uniform criteria in the business areas of Marketing, Cepsa Oil Commer- cial and Gas&Power.

Setting up communication channels to attend to customers needs is essen- tial for good customer management. In this regard, Cepsa provides various cha-

nnels, including forms, chats, WhatsApp customer messaging service, telephone number or email. These two-way cha- nnels target both B2C and B2B custo- mers. Also, every two years we conduct a customer satisfaction survey in all our businesses.

Customer Service deals with all our cus- tomers requests for products and servi- ces and any claims from users, registe- ring them in our management systems. In 2019, 7,612 claims were received, of which 237 were considered to be un- founded and 7,220 of the accepted claims were resolved, with 155 claims remaining to be closed.

NET PROMOTER SCORE 2019

EXPERIENCE SCORE 2019

CUSTOMER SERVICE

Responsible and ethical management

Listening to customers requests and concerns, and including them in our decision processes

Commitment to respond in a trans- parent, honest and comprehensive manner

Multiple customer-service channels

Customer-focus, anticipating needs and enhancing customer experience

Continuous measurement and analysis of customers requests, as a lever to enhance processes

Excellence in agile and efficient process execution

48%

8.3