13 Life Is On | Schneider Electric www.se.com 2021 Trust Report Customer First Quality and Reliability by Design Premium Quality and Reliability Ultimate Experience Prioritize customers’ needs and react quickly, always going the extra mile Ensure business continuity in protecting people, assets and data Deliver through robust processes and digitized end-to-end supply chain React faster vs. competitors with analytics backbone and SE great people Customer Experience End to end offer quality Customer Experience It is the policy of Schneider to only sell products, solutions, and services which are safe when properly used for their intended purpose or for other reasonably foreseeable purposes contributing to the sustainability ambitions of the Group. It is the obligation of Schneider to notify customers of safety issues caused by its offer that may result in bodily injury or property damage, and include instructions for immediate remedial actions, even after the end of the useful life of the offer. Schneider Electric benefits from a full set of quality directives that require the application of systematic processes to properly address potential offer safety issues discovered inside or outside Schneider. These processes are to be used for all offers sold or manufactured by Schneider Electric. The application of these directives is evaluated periodically, and when deemed. Schneider Electric’s guiding principles are as follows: 1 Customer First: Quality is the safety of our customers. Schneider Electric prioritizes their interests and anticipates their needs through customer journeys and customer personas deployment everywhere in the Group. Schneider Electric follows customer-centric rituals as quality is every customer’s right. 2 Offer Quality: Schneider Electric innovates with agility, discipline, and good business sense throughout the offer’s lifecycle, from creation to supply, all the way through manufacturing, delivering, and operations and until services. Schneider Electric delivers safe, reliable, and cybersecure offers, for products, systems, and software, to secure customers’ business continuity. 3 Intelligence: Schneider Electric runs strong analytics to convert our customer experience data into actionable information, enabling us to anticipate customer failures, prevent customer complaints, and improve on all touch points. Schneider Electric propagates this customer intelligence in all teams. 4 People: Schneider Electric empowers our teams to put customer first, and to look for superior customer driven skills. Schneider Electric removes internal barriers to always address customer issues first. Quality is every employee’s responsibility. 5 Ultimate experience: Schneider Electric deeply analyzes customer experience on all touch points, leverages it to prioritize the investments, and tailors the sales tactics accordingly. Customer experience is recognized in the Group as a strong competitive advantage, to earn trust from customers and develop business in a sustainable manner. There are directives and procedures, designed within dedicated committees to protect our Customers: • Quality Directive “Managing Customer Safety Risks” . This directive requires the application of Schneider Electric’s systematic processes to properly address potential offer safety risks of Bodily Injury or Property Damage, discovered inside or outside Schneider Electric. These processes are to be used for all offers sold or manufactured by Schneider Electric. • Quality Procedure “Offer Safety Review” . The overall objective of offer safety is to reduce the risk arising from the use of Schneider’s products, solutions, or services throughout their life cycle. Offer safety reviews are conducted by Offer Safety Review Committees and are used to focus attention on safety and help ensure that our offers are safe when properly installed (based on safety manual), maintained and used for their intended purpose and other reasonably foreseeable use or misuse. 5.3 Governance At Schneider Electric, the customer satisfaction and quality network spreads all over the Group’s layers and functions to cover our Global Supply Chain, our operations, and our lines of businesses. Within such a complex organization, Schneider is engaged to include quality into the Group culture and spread the customer first mindset everywhere. In this context, a new governance committee has been created gathering heads of businesses, the Head of Customer Satisfaction & Quality, the Chief Strategy & Sustainability Officer, EVP, Global Supply Chain, and Schneider Digital to address the quality transformation journey. By engaging everyone on quality and customer satisfaction topics, Schneider allows every employee to speak up for them, or have customers and partners speak up. It is the responsibility of the Group to ensure awareness-raising to customers on potential health safety impacts when it comes to product, services usage.