Geo-Intelligence P rogramme Line CUSTOMER CHARTER OUR RESOLUTION, YOUR SATISFACTION This Charter is to set out for you, our customer, and us, your supplier, what you should expect as we do business together and build relationships. Our Customer Charter is the reference point upon which we base our ways of working, our culture, behaviour and ethics. This Charter provides you, our customer, and everyone in our company with a clear set of principles and expectations, upon which we can consistently enter into dialogue, do business and build mutual trust. It sets out what is important to us, and what that means in practice. We Are Committed to Helping our customers successfully grow their business Evolving our technology and service offerings in accordance with our customers’ needs Actively listening to our customers Being responsive to our customers’ requests Effectively communicating with our customers Making business with us as easy as possible for our customers "Above all, we place customer value, satisfaction and service at the heart of everything we do!" Dr. Bernhard BRENNER Senior Vice President, Head of Geo-Intelligence July 1st, 2014 Philippe PHAM Head of Services Eng. & Ops Jean-Michel DARROY Head of Customer Services Manuel LAGARDE Head of Sales Vark HELFRITZ Head of Market & Corporate Development . Phil BROWNNETT Head of Programmes UK Rudolf HENNEBERGER Head of Radar & Programmes Germany Greg BUCKMAN Head of Programmes North America Cyrille LE GALL Head of Finance Fréderic MORIN Head of Human Resources Stéphane DUPONT Head of Legal This Charter is just one element of our Customer Satisfaction Improvement Programme entitled: which is acting along five dimensions (illustrated by the five-pointed star): 1) Customer Relationships & Overall Customer Experience, 2) Sales & Commercial, 3) Definition Of Products, 4) Delivery Of Products/Projects, 5) Support & Services. OUR RESOLUTION, YOUR SATISFACTION What that means in practice Build a relationship of trust with our customers Keep our customers well informed of our delivery and project status Win-win relationships and a great customer experience with Airbus DS’s Geo-Intelligence Team start with trust! Transparency is key! Responding to your high level of expectations is all about informing you, in a transparent and honest way, about our detailed project management plan, performance and critical path, our challenges, possible delays and the latest delivery status throughout the duration of our project… and we will always go that extra mile to deliver your project in time and provide the quality of service you deserve! We commit to providing mutually beneficial long term relationship plans and levels of dialogue above and beyond any contractual obligations. Evolve our technological and service offerings in harmony with our customers’ business needs A reliable products and services portfolio and state-ofthe art technologies are the key to success for your business! To ensure we fulfil your needs in terms of products and services offerings, we commit to understanding your company or organisation, your constraints, your drivers together with your explicit and implicit needs and expectations at an operational, tactical and strategic level. We will thrive to invest in new technologies and use creative resources and innovative thinking in order to provide leading-edge solutions to improve accessibility to and quality of our products and services. Actively listen to our customers at all times We will listen to you and act on the feedback we receive on products, services, projects and your overall experience with us. We will ensure that, wherever possible, your feedback is fed into our improvement and transformation programmes and treated with the appropriate level of importance and urgency. Always be responsive to customer’s requests for information Great customer service: It’s all in the details but with one point of contact and a simple process! We will establish a point of contact and single mechanism through which you can submit your enquiry or request for information and we commit to keeping you fully informed of the status of your submissions. At an operational level, we will respond to your requests for information according to our Service Level Agreement (SLA). Make it as easy as possible for our customers to do business with us It’s all about putting us in our customers’ shoes. We will strive to deliver value for money by removing or adapting unnecessary processes and bureaucracy from our business where they do not add value to you, our customer. We will respect your specific business and cultural needs. We will establish relationship owners to ensure that you always have a single point of entry into the Geo-Intelligence Teams of Airbus DS or our parent organizations. Support our customers in developing their own business Your success is our success! We with you to ensure that our business, of working and our strategy evolve the strategic needs of you, our will work our ways to reflect customer. We will make every effort to keep you informed of our business, its direction, its organisation, its improvement and transformation programmes, its technological and innovation direction and its capabilities, products and services.