Transform Your Customer Experience Loyalty Expertise + EFM Technology = Your Business Success

1. ENTERPRISE FEEDBACK MANAGEMENT Transform Your Customer Experience Loyalty Expertise + EFM Technology = Your Business Success Ipsos Loyalty puts the world’s best EFM platforms at your fingertips, bringing your customer concerns front and center with the ability to address needs immediately, PLUS... THE ULTIMATE EFM SOLUTION: EFM+ Create and release customized surveys geared to your direct business needs. Do it yourself, using templates or creating anything you want from scratch, or let your Ipsos team do it for you. Embed on webpages, send through mobile or text/SMS, and trigger surveys from other databases. • Using Ipsos Loyalty’s EFM+ solution, you literally see a customer’s comment moments after it arrives—from anywhere across the enterprise. Imagine a customer’s reaction when a complaint is addressed and resolved within minutes or hours, instead of weeks or months (or worse, never!). That can build true loyalty and keep customers coming back to you. • Ipsos helps you achieve this high level of customer engagement by providing all of the key enterprise feedback management elements in a single, integrated platform, with access to: • The industry’s best reporting, combined with a simple and clean user interface to make organizing and getting value from your feedback data easier than ever • Text analytics to automatically turn unstructured data into structured data and insights • A system of surveys that proactively request customer input at moments where it matters most • A real-time connection to customer comments, suggestions and complaints, with the ability to easily respond and resolve issues • Role-based data views and integrations with your most important data systems Information is clearly presented with numerous data view choices. Feedback is displayed with specific relevance to your front line location, and distributed with role-based hierarchy to those assigned.

2. ENTERPRISE FEEDBACK MANAGEMENT Loyalty Expertise + EFM Technology to Help Your Business Thrive GET CUSTOMER FEEDBACK IN REAL-TIME Need help crafting or re-inventing your survey, ensuring data quality, or designing a better research program? Ipsos can help! Need help understanding your customers’ journey, finding what to include and what to safely leave out of your survey? Ipsos can help! If you need to go beyond the data and are looking for insightful reports, engaging presentations and coaching workshops to change your customer experience around the world, Ipsos can help! • Partnering with Ipsos for EFM+, you finally have the opportunity to know what your customers are thinking the moment they communicate with you. Using our world class platforms puts you in touch with the voice of your customer via: • Web links • Receipt-based surveys • Online comment portals • Email surveys • Telephone surveys and hotlines • Mobile text/SMS feedback • Solicited and unsolicited customer feedback EFM+ Includes Ipsos Loyalty Guidance EFM+ Includes Ipsos Loyalty Consulting THE IDEAL COMPANION TO YOUR CEM STRATEGY TECHNOLOGYIMPLEMENTATION Survey Creation Reports & Dashboards Role-Based Data Views Closed Loop Feedback Text Analytics Integrations PRE-LAUNCH CONSULTING Program Design Survey Design ‘Ideal Customer Experience’ Customer Journey Maps Stakeholder Interviews POST-LAUNCH CONSULTING Analytics, modelling (advocacy, retention, share of wallet), driver analysis Action planning Insights to Action workshops World Class EFM Platform We work to create an end-to-end solution that delivers real results, quickly, to the right employees around your organization. The best technology is meaningless if it’s not led by the best strategy and a sound design. Gary Martin, Managing Director +61 4 2622 8422 Gary.martin@ipsos.com Let Ipsos Loyalty help guide you…