28 CYBERGROUP CUSTOMER SATISFACTION Our business can only continue to be secure when our customers confirm that they are happy with the service levels that they receive. For this reason, we analyse the customer satisfaction of our key customers every six months. In a complex evaluation process, we take into account not only the data collected from complaints database, but also reports from client meetings, order analysis and evaluations from our controlling team. We have revised the customer satisfaction analysis process in 2021 with a view to make sure that we continually put the customer relationship first and central to our thinking. We also use the data from this analysis for further innovative new developments across our business, assortment checks or digital process adjustments, which allows us to work continuously for our customer and guarantees ongoing proactivity. Throughout this evaluation, we are our harshest critic and always consider how we can help clients to maximise their potential. It is impossible to achieve 100% satisfaction because we always strive for continual improvement: In 2021, customer satisfaction was rated at 2.78 from a maximum index value of 3. Overall, we managed to retain all of our clients and with Audi collection, another major new key customer. INTEGRITY AND QUALITY In accordance with our self-image, we place the highest demands on the professionalism and quality of our work. We strive to meet these demands on ourselves every day, to create added value for our clients and always maintain the necessary independence and impartiality. Our goal is to be the Clear Choice for our clients. In order to ensure this, we have regular training sessions. At least once a year, we conduct mandatory training on compliance with laws and regulations, professional standards and the Code of Conduct. In the case of new hires, this training takes place for the first time immediately after joining the organisation. Annual independence checks and a Compliance Audit are further measures to ensure our integrity and quality. We also actively request mission-specific declarations of independence from our employees. Entrepreneurial responsible action requires quality and integrity - this also makes it a driver for sustainable development in companies. Our services and products can also do more! They are durable, versatile and create sustainable value for our customers. Before a product is sold, we carry out a process that focuses on the customer's needs, the trend, the general conditions of production and the impact on people and the environment. Our current range of services and products is the consistent result of a sequence of professional expertise and the associated continuous, sustainable steps. These include a process-driven design and product development process, a quality assurance system, as well as logistics and disposal concepts that take sustainable aspects into account. DATA PROTECTIONAND INFORMATION SECURITY We have implemented a number of measure to keep the personal data that we collect secure. These measures include, risk-assessments, organizational structures, contractual regulations, guidelines, control processes and technical system safeguards. To ensure that we compliant with increased requirements of the European General Data Protection Regulation (EU GDPR) with regard to compliance revealed, we have implemented the following further measures. In accordance with legal requirements Cybergroup has appointed an external data protection officer. The data protection officer acts as an internal audit to ensure that we are fully compliant with all same as previous national
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