Universal Registration Document 2021

Chapter 4. Corporate social responsibility – Non-financial performance

4.2 Priority #2: Responsible Marketing and business ethics

Indicators	Unit	2019	2020	2021	Objectives for 2025
Training fees (external)	Training fees (external) Unit €M	Training fees (external) 2019 15.6	Training fees (external) 2020 10.5	Training fees (external)2021 15.8	Training fees (external) Objectives for 2025
Number of employees benefiting from parental leave ⁽¹⁾	Number of employees benefiting from parental leave ⁽¹⁾ Unit number	Number of employees benefiting from parental leave ⁽¹⁾ 2019 3,094	Number of employees benefiting from parental leave ⁽¹⁾ 2020 3,260	Number of employees benefiting from parental leave ⁽¹⁾2021 2,789	Number of employees benefiting from parental leave ⁽¹⁾ Objectives for 2025
% Women	% Women Unit %	% Women 2019 60	% Women 2020 56	% Women2021 65	% Women Objectives for 2025
Employee assessments (% of employees)	Employee assessments (% of employees) Unit %	Employee assessments (% of employees) 2019 67	Employee assessments (% of employees) 2020 76.3	Employee assessments (% of employees)2021 76	Employee assessments (% of employees) Objectives for 2025
% Women	% Women Unit %	% Women 2019 50.5	% Women 2020 51	% Women2021 57	% Women Objectives for 2025
Employees with international mobility	Employees with international mobility Unit number	Employees with international mobility 2019 8,218	Employees with international mobility 2020 920	Employees with international mobility2021 723	Employees with international mobility Objectives for 2025
Absenteeism rate (% of employees)	Absenteeism rate (% of employees) Unit %	Absenteeism rate (% of employees) 2019 2.02	Absenteeism rate (% of employees) 2020 1.77	Absenteeism rate (% of employees)2021 1.51	Absenteeism rate (% of employees) Objectives for 2025
Number of nationalities among Groupe employees	Number of nationalities among Groupe employees Unit number	Number of nationalities among Groupe employees 2019 -	Number of nationalities among Groupe employees 2020 -	Number of nationalities among Groupe employees2021 152	Number of nationalities among Groupe employees Objectives for 2025
Employees benefiting from health cover	Employees benefiting from health cover Unit %	Employees benefiting from health cover 2019 99	Employees benefiting from health cover 2020 99	Employees benefiting from health cover 2021 99	Employees benefiting from health cover Objectives for 2025
Employees with access to local health prevention plans	Employees with access to local health prevention plans Unit %	Employees with access to local health prevention plans 2019 100	Employees with access to local health prevention plans 2020 100	Employees with access to local health prevention plans2021 100	Employees with access to local health prevention plans Objectives for 2025
Workplace accidents⁽²⁾	Workplace accidents⁽²⁾ Unit number	Workplace accidents⁽²⁾ 2019 0.33	Workplace accidents⁽²⁾ 2020 0.19	Workplace accidents⁽²⁾2021 0.11	Workplace accidents⁽²⁾ Objectives for 2025
Workplace accident frequency rate⁽³⁾	Workplace accident frequency rate⁽³⁾ Unit %	Workplace accident frequency rate⁽³⁾ 2019 1.80	Workplace accident frequency rate⁽³⁾ 2020 0.99	Workplace accident frequency rate⁽³⁾2021 0.60	Workplace accident frequency rate⁽³⁾ Objectives for 2025
Workplace accident severity rate⁽⁴⁾	Workplace accident severity rate⁽⁴⁾ Unit %	Workplace accident severity rate⁽⁴⁾ 2019 0.03	Workplace accident severity rate⁽⁴⁾ 2020 0.02	Workplace accident severity rate⁽⁴⁾2021 0.01	Workplace accident severity rate⁽⁴⁾ Objectives for 2025

(1) Parental leave including maternity leave, paternity leave and parental leave.
(2) Calculation of workplace accident rate: (Number of recordable workplace accidents/total number of employees) X 100. Coverage rate in 2021: 93%
(3) Calculation of recordable workplace accident frequency rate: (Number of recordable workplace accidents/Number of hours worked) x 1,000,000 (GRI 403-9 Standard). Coverage rate in 2021: 93%
(4) Calculation of workplace accident severity rate: (Number of days of work lost x 1,000)/Number of hours worked (GRI 403-9 Standard). Coverage rate in 2021: 93% 93 %

4.2 PRIORITY #2: RESPONSIBLE MARKETING AND BUSINESS ETHICS

4.2.1 Client satisfaction

Client satisfaction is a core value of the Groupe. In recent years, Publicis Groupe and its agencies have set up various systems to closely monitor client satisfaction. At the end of a project and/or during the quarterly or half-yearly face-to-face review, the satisfaction assessment makes it possible to assess at least five main themes:

the performance of the campaigns or digital systems put in place;
the creativity/innovation provided;
teams’ skills;
the effectiveness of the service offered;
the quality of the relationship.

Several hundred clients are interviewed in this way every year, at least once a year. In addition to this qualitative approach, there are questionnaires administered by the agencies or by the clients themselves for annual performance reviews based on quantified indicators to assess the objectives and results achieved; more than 12,000 clients responded in 2021.

Given the speed and the multitude of projects, the relationship between the client and the agency is central. In recent years, the Groupe has been using an independent service provider, TRR (The Referral Rating) which administers a flash survey to clients three times a year, which takes less than a minute to complete, in order to capture the “emotional temperature” of the moment. The main advantage is to immediately detect any points of weakness and implement a corrective action plan. More than 9,600 people were questioned with 5,000 responses from more than 320 of the Groupe’s major customers. This external tool also enables agencies to compare themselves with their competitors in their market. These surveys covered 65 countries.