Universal Registration Document 2023

4.3.7 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:

1. the performance of the campaigns or digital systems put in place;
2. the creativity/innovation provided;
3. the teams’ skills;
4. the effectiveness of the service offered;
5. 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; around 8,000 people with our clients responded in 2022. Given the speed and the multitude of projects, the relationship between the client and the agency is central. The Groupe signed its global agreement with the 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 390 client accounts in 75 countries took part in the 2023 survey, with 9,780 respondents. This external tool also enables agencies to compare themselves with their competitors in their market.

Publicis Groupe, as a supplier, regularly participates in CSR and/or Climate sessions dedicated to suppliers organized by clients. As client stakeholders, the Groupe’s representatives are the sales teams supported by the Groupe CSR

Department and/or a local CSR manager. These interactions provide a good understanding of client expectations, particularly in terms of fighting climate change.

Benchmarks on the Groupe’s clients

Based on 3,641 clients representing 91% of the Groupe’s total net revenue (see Section 1.3.4 of this document), the breakdown of the Groupe's client business sectors/ industries has been well balanced for several years now.

• The top 100 clients represent 58% of annual revenue (see Chapter 6, Note 30 of this document).
• Of these top 100 clients, as of February 2023, 96% have set public targets for fighting climate change, and 70% have made SBTi (Science Based Targets initiative) commitments.
• In 2023, 235 clients asked Publicis Groupe to produce an external CSR assessment traceable on a third‑party platform (such as EcoVadis, CDP, etc.).