2015 Activity and Sustainable Development Report4

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by a quiz that allows them to verify comprehension and acquisition, after which a certificate is awarded to participating employees.

THE CUSTOMER CENTRICITY PROGRAM In 2015, the Rexel Academy began the preparation of a major training program on Customer Centricity. This subject is all the more important as the correlation

between customer satisfaction and employee engagement has been demonstrated, most notably by a survey conducted among a large customer panel. An introductory module has already been developed and an initial MOOC (Massive Open Online Course) is in preparation. Based on the Group s areas of expertise, especially those of its subsidiaries Platt (US)

and Rexel France, which are experts in this field, the initial target audience is the 2,300 operational managers of teams in direct contact with customers. Alongside the training program, the creation of a Customer Centricity community will help maintain interaction with employees on this topic, add structure to the debate, and develop practical recommendations.

For the past several years, the Group has allowed its employees to participate in an annual performance review: in 2015, most entities organized one-on-one meetings, in which 71.3% of employees participated (+6% vs. 2014).

COMMITTING TO OUR EMPLOYEES AND THE ENVIRONMENT