CHAPTER 2 A future-proof company

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Cepsa s customers are at the core of our commercial strategy. Our priority in 2021 was to accelerate the energy transition in both operations and our energy solutions while boosting customer satisfaction.

2.7 OUR CUSTOMERS

Strategic alliances with Redexis, Endesa and Iberia to create Europe's first global network of renewable-energy- generating service stations, accelerate electric mobility in Spain and decarbonise air transport on a large scale, respectively.

Customer Service Improvement Plan, increasing the net promoter score (NPS) by 4 points compared to the previous year.

Customer Experience Project to drive improvement actions and the care provided by our service station staff.

MILESTONES 2021

2.7.1 Customer relations

We seek to foster sustainable, long-term relationships with our customers. With this aim, we have developed a new 'Customer Relationship Policy' including commitments that enable us to offer a distinctive customer value proposition.

These commitments guide continuous improvement actions and plans addressing customer service and care processes, focused on the following main aspects:

· Offering a sustainable and environmentally friendly value proposition combined with a unique customer experience and high standards of quality, excellence and safety that exceed our customers' expectations.

· Managing customer relationships ethically and responsibly, listening actively to their needs and adapting commercial activities to the socio-cultural environment in each country where Cepsa has operations.

· Investing in new digital, sustainable and mobility solutions that engage customers in energy transition, carbon footprint reduction and the circular economy.