Quality of service and well-being Our 2024 results Why are we doing this?Our challenge is to offer the best quality of services, on a human scale, adapting ourself to the specific IN TERMS OF CUSTOMER SATISFACTION We offer a complete range of care and servicesneeds of eachof our residents and customers, for people made vulnerable by age or illness:to guarantee them a dignified life where social tiesMean / are preserved. Well-treatment is embodied on a daily Objective FR SP DE IR PT NL CH GROUP nursing homes, retirement homes, home help Result agencies and home nursing services. basis in the field, through concrete actions and a SATISFACTION SCORE FOR QUALITY OF CARE (NOV. 24 VS NOV. 23) personalised approach of our taking care. 91.8% 91.8% 96.7% 98.0% 97.4% 88.9% 91.6% 92.3% vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 Assess our customers’ 0.0 pts -0.7 pts +0.9pts +3.6 pts +0.8 pts ND 0.0 pts -0.3 pts satisfaction with the quality M of our services and the way GLOBAL SATISFACTION SCORE (NOV. 24 VS NOV. 23) they are treated. 93.4% 90.6% 96.9% 97.0% 96.6% 94.8% 92.8% 92.8% vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 -1.1 pts -1.1 pts +1.3 pts +1.8 pts -0.7 pts ND +1.9 pts -0.7 pts IN TERMS OF NET PROMOTER SCORE Objective Mean / FR SP DE IR PT NL CH GROUP Result NPS (WEIGHTED AVERAGE OF TWO ANNUAL SURVEYS) Increase by one point the Net Promoter Score (NPS) M 36 43 48 66 65 50 56 43 by 2026 from 2023. vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 vs 2023 -2 +4 -4 +6 +14 ND +11 +3 Surveys conducted in two waves each year (May and November) among all residents and families (one representative per resident). In the Netherlands, only families are surveyed. Surveys conducted online, except for some families in Spain who are surveyed by telephone, and in Portugal, where families are surveyed by telephone. An independent service provider consolidates the results. For Spain, the results presented relate solely to nursing home activity. The total number of respondents in 2024 was 57,316. 50 51 4202 TROPER YTILIBANIATSUSSEGNELLAHC LAICOS DNA LATEICOS RUO