Making people sustainably mobile

Transcription

1 Making people sustainably mobile SUSTAINABLE DEVELOPMENT REPORT

2 Contents > Click on links to navigate this document 3 Mobivia Groupe generates sustainable mobility, and has a resolutely "citizen-centred" approach to create value and collective responsibility. An "ecomobile" vision which places people, customers and staff, at the centre of the Group. Mobivia Groupe strives for people to be sustainably mobile all around the world.

3 1.0 Interview 5 The economic crisis has reinforced our position as an alternative to car manufacturers, with increasingly clean, safe, accessible and cheap transport solutions. Olivier MÉLIS Member of the Executive Board, General director in charge of sustainable development. 1.1 A KEY CHALLENGE FOR MOBIVIA GROUP IS HOW TO GROW IN A SUSTAINABLE WAY. HOW DID YOU DO IN 2012? Despite a stagnating market, we have stabilised the growth of our historical brands dedicated to car services and maintenance. Our business model has shown its resilience and legitimacy in the current economic crisis. Because cars are a necessity for everyday transport (for example, 80% of the French population need a car to go to work), we will continue to make cars ever safer, cleaner, more accessible and especially, cheaper. By reinforcing our low price and high quality service policy, we increase the sustainability of vehicles. In addition, by adapting our range, on the one hand to different markets and countries which we operate in, and on the other to the new ways of consuming, we meet the constantly changing needs of our customers. This means we have high potential for growth. In 2012, we continued to open new centres in all countries, including those who have been affected by economic difficulties, and we have strengthened our e-trade positions. 1.2 OFFERING NEW TYPES OF MOBILITY IS ALSO ONE OF THE MAJOR SUSTAINABLE DEVELOPMENT CHALLENGES, FOR MOBIVIA GROUPE AND SOCIETY AS A WHOLE. HOW DID YOUR RANGES OF PRODUCTS AND SERVICES DEVELOP THIS YEAR? Mobivia Groupe is one step ahead in this field, and we intend to keep our advance... We have also watched the changes in society closely, and the exceptional combination of economic and demographic factors in these last few years (high fuel prices, anti-car urban policies, drop in purchasing power, changes in consumption habits linked to new technologies, etc.) have profoundly changed mentalities and desires relating to mobility, particularly in the younger generation. For example, this section of the population is the first to forsake owning their own car. However, there is still a gap between intention and action, and our role is to follow and anticipate these changes. To do so, we have stepped up our initiatives in several sectors, particularly car sharing, electric vehicles and sustainable urban transport. We are also very interested in the concept of connected cars. We have therefore invested in new environmentally-friendly transport services, via our development fund Via-ID, as well as increasingly integrating these offers to our traditional brand network, training our staff in the subject.

4 1.0 Interview 7 We still have to invent models to optimise the use of cars and multimodality. We are working on this, bringing together all our brands, as well as developing partnerships with key players in transport. 1.3 HOW DO YOU RESPOND TO CHANGES IN CUSTOMER HABITS, PARTICULARLY THOSE CAUSED BY NEW TECHNOLOGIES? E-trade is progressing at an astonishing rate on all our markets. We have therefore increased our presence online, via onlineonly store OXYO-pneus.fr, as well as by developing our historical brands' commercial websites and by offering mobile applications that are increasingly powerful and customised. Multiplying communication and sales channels has had a strong impact on our clients purchasing path. To support them all the way and best meet their needs, we design our offer in a general multi-channel and coherent way. This has indeed transformed our welcoming and customer advice strategy in our centres and stores. 1.4 HOW CAN YOU BETTER SATISFY CLIENTS? By developing our listening skills, for existing and future clients. By running surveys, using research and meetings, we are trying to get to know them and understand their needs. On the one hand to offer increasingly accessible and personal solutions, and on the other, to give them the best "buying experience" possible. We wish to be at their side when they really need us. For example, we commit to promoting equality between all players on the car after-sales market, we believe in customers' free choice and want to offer a range that they can influence. (see p.32-33) 1.5 IS MOBIVIA GROUPE STILL AS COMMITTED TO THE COMMUNITY? For several years, we have had strong views on the liberalisation of the car bodywork market. We have continued to act as we are convinced that the car sector opening up to all players, without privilege, and in a progressive, loyal and reasoned way is in the general interest. We are also players in local development. We invest in service sector jobs, which cannot be sent abroad. (see p.48-49) 1.6 WHAT DO YOU DO FOR THE ENVIRONMENT? "Cars" and "the environment" do not sit easily together in most people's minds. Rightfully so, pollution linked to the use of cars is considerable: close to 20% of total greenhouse gas emissions are caused by transport*, and many parts used in cars have a detrimental effect on the environment if they are not recycled (tyres, batteries, oils, etc.). To face up to these issues, we have continued to implement our environmental management system in our centres, and have contributed to increasing used product value-enhancing channels. (see p ) *Source: European Commission White Paper on transport 1.7 YOU ARE EVER MORE ATTACHED TO THE QUALITY OF EXCHANGES WITHIN THE GROUP AND THE WELL-BEING OF YOUR STAFF? Even though our brands are all different (in size, as well as sector) and independent, they nevertheless complement each other. Everyday, we work on increasing synergy, sharing our successes and failures, working towards common offers, even though we have a long way to go yet. Also, we are careful that our staff is fulfilled and develops, thanks in part to our constant training policy and our responsible management system. The training module "Managing with values", set up in 2012 by Norauto France is a good example. 1.8 HOW HAVE YOU MADE SUSTAINABLE DEVELOPMENT AN IMPORTANT PART OF ALL STAFF MEMBERS' DAILY LIFE? In 2007, the Group signed the UN Global Compact, and all our corporations have committed by signing a Sustainable Development charter, the common ground all our actions are built on. We strive to make it concrete, so that it results from a collective movement. In our annual assessments, each and everyone of us is assessed according to the four pillars of excellence: the economy, clients, human, the environment and society. Our commitment to sustainable development isn't recent, it is one of our historical values. The 7th edition of this report, which no law obliges us publish, is a perfect illustration of this! In the car sector, the attitude has always been that more and more cars are needed on Earth. In Mobivia Group, we believe they should be used better. 1.9 TO DIRECT YOUR COMMITMENT TO SUSTAINABLE DEVELOPMENT, HAVE YOU EVER WANTED TO IMPLEMENT MONITORING TOOLS? We have implemented new, more and finer indicators, that we share between our different brands. We have anticipated French legal obligations to publish nonfinancial data in our next financial year (Article 225 of the law Grenelle II), by creating indicators this year. This document forms a basis for the first integrated management report as stated in law.

5 2.0 The Group in a few figures (on 30/09/2012) Economics Turnover in billions Euros before tax, including franchises , , People 19. 1% women in the Group 1,523 long term contract recruitment 9,873 10,073 10,417 Number of staff (excluding franchises) 2.4 Social aspects customer contact points* *For the first time, the 2012 figures take into account Via-ID customer contact points The Norauto Foundation has given 2.5 million Euros to 368 associations since it was created in Customers Customer satisfaction index Satisfied and very satisfied clients (Norauto, Auto5, Midas) Rate of customer recommendations for Midas 90.6% 91.2% Rate of customer recommendations for Norauto 2.5 Environment 10% suppliers audits in 2012 (quality, social and environmental audit) of energy consumed by the Norauto's brands is from renewable sources M waste recycling channels in the group calls to customer (Norauto, Auto5, Midas) sites covered my an EMS: Environmental management System > over 30% of the Group's sites

6 3.0 6 activities and 15 brands at the service of sustainable mobility > Click on brands for more information 3.1 AUTO CENTRES Norauto and Auto5. Self-service stores selling car equipment and accessories with multi-brand maintenance, equipment and repair workshop. Respectively market leaders in France and Belgium FAST NEIGHBOURHOOD SERVICES Midas. Proximity maintenance and quick services for all brands of vehicles. Worldwide number 1 of no-appointment maintenance. 3.3 DISCOUNT STORE Carter-Cash. Low-cost car maintenance products. 3.4 B TO B Synchro Diffusion. Sale and distribution of car equipment, accessories and associated services to professionals. 3.5 WEB OXYO-pneus.fr. Online-only tyre sales. To support these activities, the Group has set up transversal support services: purchasing and quality experts, logistics, datamining, IT, the environment, etc.

7 3.0 6 activities and 15 brands at the service of sustainable mobility 13 For 3 years, Mobivia Groupe has created and supported service mobility companies, through the Via-ID development funds. The aim is to develop a range of mobility services for all, an alternative to traditional vehicles, and contribute to reducing the environmental impact of transport. These companies share the common desire to change the way we think of transport. Izydrive. Prevention and transport solutions for all types of professional and private events. The "Chauffeur à la carte" enables people to be dropped off at their house with their own vehicle. Sineo. A wide variety of car cleaning services, with natural and biodegradable products and without water. 3.6 NEW MOBILITY In 2012, the Group invested in 3 new companies Altermove. Store with a wide range of solutions and innovative products dedicated to urban transport: bikes, electric scooters and cars, scooters, unusual equipment and accessories to move better, as well as a multi-brand repair workshop. Green On. The self-service fleet of electric bikes for businesses. Buzzcar. An innovative community platform to rent cars between private people. Greencove Ingénierie. A major player in car-sharing in France, with 600,000 members. Carbox. For companies and organisations, a fleet of car-sharing cars, an innovative alternative to company cars. The range also includes a "transport credit" system (budget dedicated to the funding of personal travel of staff by train, short term rental and taxi). Moving Car. Short term and long term rental of no-license cars, everywhere in France (own agencies and rental points in Norauto centres). La Bicyclette Électrique. A Paris boutique, specialised in the sale of electric and folding bikes.

8 4.0 Our locations in the world 15 Mobivia Groupe is present in 13 countries and 4 regions in the world. Some thirty centres open every year, all brands included. They value know-how, sharing experience, technology transfer, adapting to local specificities. Mobivia contributes to developing new ways of thinking of cars in emerging markets, particularly in Eastern Europe. Morocco 3 France Algeria Belgium Canary Island Austria 11 Russia 1 Poland 20 Romania 3 Hungary 4 Portugal Spain Italy Argentina 7 customer contact points AS AT 30/09/2012 Détails OCT GUADELOUPE 4 MARTINIQUE 4 GUYANA 1 MAYOTTE 1 REUNION ISLAND 9 NEW CALEDONIA 2

9 5.0 Long term vision 17 Mobivia Groupe relies on a stable family-based shareholders, open to the Group's staff. Governance guarantees the suitability and sustainability of decisions taken, for regular and long-lasting development. It is organised collaboratively, between a board of directors responsible for the strategic and operational steering of the group, and a board of trustees that validates the company's strategy, controls its implementation and represents shareholders. 5.1 THE BOARD OF DIRECTORS 3 members, in place since 2003: Fabien Derville, General Director in charge of new transports. Olivier Mélis, General Director in charge of development. Christophe Ribault, President of the board of directors. 5.2 BOARD OF TRUSTEES 9 members elected for 4 years. Two new members have joined the Board this year, Christian Contzen and Jean-Marie Deberdt. Christian Contzen Former General Director of Renault Sport Technologies and Renault Sport F1 Jean-Marie Deberdt Former HR Director of Groupe Auchan and former Secretary-General of Mobilis, Cavabanque, Cavagestion Didier Demeestère President of Talence gestion (management of private portfolios and common investment funds) Gilles Galippe Sandrine Leconte Joseph Lemaitre Company management Former buyer, expert in Feng Shui CEO of Kanopé (cooked meals distribution company) Frédéric Motte Grégory Sartorius Joël Toulemonde (President) Former Vice General Director of Groupe Adeo, in charge of the group's HR, in North and East Europe CEO of Tel and Com (network of 260 multi-operator landline, mobile telephone and internet stores) CEO of the Verywear group (multibrand ready-to-wear distribution)

10 5.0 Long term vision (continued) of family-based share block 6.0 Constructing a sustainable dialogue with stakeholders Transport is a key issue of the 21st century. Groupe Mobivia wants to keep its finger on the pulse, to anticipate possible changes in society and the public sphere. 19 Thus, in its strategy and approach to sustainable development, the group wishes to build a multi-player long term dialogue based on regular meetings with stakeholders in its activity: some twenty participants, including experts and players in mobility, economic partners, customer representatives, associations which deal with social and environmental concerns, etc. board of trustees meetings a year 5% of capital held by staff 6.1 FRAMEWORK OF DISCUSSIONS During these meetings, the issue of sustainable short term and long term transport will be discussed, as transversally as possible, with case studies, questions and answers, discussion of ways to progress and proposals. An independent third party who is an expert in social dialogue will chair these discussion, monitoring their implementation whenever possible. Indeed, the contents of the discussions should be shared with the Mobivia Groupe Board of Directors, and its main managers, to applied to group strategy RD STAKEHOLDER MEETING On 25 October 2012, Mobivia Group organised its 3rd Stakeholder Meetings, to submit, add to and consolidate its 10 Year Plan. This discussion was chaired by Anne-Marie Ducroux, a specialist in social dialogue, and President of the Environmental Department of the Economic, Social and Environmental Council (CESE).

11 7.0 Significant facts FEBRUARY GREEN ON > Green On joins Via ID, the Group's development fund, and supplies companies with fleets of electric bikes. AUGUST CARTER-CASH > Carter-Cash opens its 4th community O Garage in Toulouse. 29 MARCH NORAUTO ITALY > Norauto opens two centres in Milan (Cernusco and San Giuliano). There are now 28 centres in Italy. 15 SEPTEMBER ALTERMOVE > After Lille (2010) and Lyon (June 2012), Altermove opens its 3rd store in Marquette-Lez-Lille and makes this outlet its head office. APRIL VINCI PARK AND BUZZCAR > VINCI Park, worldwide leader in the carpark sector, and Buzzcar join forces to promote and facilitate car rental between private people. OCTOBER NORAUTO SPAIN > Norauto Spain launches their new e-trade website. > 9 MAY MICHELIN AND NORAUTO > Michelin and Norauto launch bougeons-eco.fr, an educational and community based web site that promotes sustainable transport. 10 OCTOBER MOBIVIA GROUPE > Mobivia Groupe speaks to the European Parliament, to promote a standardised European policy for winter tyres. MAY CARBOX > Via-ID offers the services of Carbox, a car-sharing system to optimise the use of company cars. 15 OCTOBER NORAUTO FRANCE > Norauto France launches its new recruitment campaign. More than a 1000 positions to fill > JUNE NORAUTO FRANCHISE > Maxauto finalises the process of transferring their brand to Norauto. Norauto becomes the first network of car centres in France, with 342 outlets. JUNE JULY AUGUST MIDAS > Midas opens 11 centres in Spain, Italy and France. 23 OCTOBER SYNCHRO DIFFUSION > Synchro Diffusion opens their new warehouse near Angers. 25 OCTOBER MOBIVIA GROUPE > Mobivia Groupe organises their 3rd stakeholder meeting to discuss their vision and commitment to sustainable development.

12 Economics 23 Strengthen the growth of historical brands, while opening up to new ways of buying and being mobile 1.6 Bn Turnover in billions of Euros before tax, including franchises As a founding principle of the group since its creation, the quality at a low price policy has enabled historical brands to withstand the economic crisis and continue to grow in a controlled manner. In parallel, Mobivia Groupe has designated the new mobility and e-trade markets as two complimentary development priorities. 1, 247 customer contact points* in 2012 *For the first time, the 2012 figures take into account Via-ID customer contact points.

13 1.0 Resisting the crisis thanks to an adapted strategy 25 The difficult economic climate in the last few months has had a significant impact on the behaviour of European drivers, who rationalised their spending in 2012*. However, by adapting their offer to customers, the group's brands have been able to maintain growth. Drop in the purchase of new vehicles, optimisation of costs linked to car repair and maintenance; a tendency in all European markets, particularly in the South - Spain, Portugal, Italy, where over half of people who answered the Mobivia Groupe survey declare they have anticipated, delayed or cancelled work on their car. In these countries, customers also are most likely to shop around, or use the Internet to choose 1.1 BE THE BEST ALTERNATIVE TO MANUFACTURERS' NETWORKS With the "THE service" offer, launched in 2009 and now offered by over 95% of the European network, Midas positions itself as the best alternative to manufacturers' networks. A range of tailored services carried out by expert technicians, that comply with the vehicle service manual, preserving the manufacturer's guarantee, at a lower price than manufacturers' networks. *Mobivia Groupe survey, carried out in June 2012, with a sample of over 3,000 interviewees in France, Belgium, Spain, Italy, Portugal the brand. Despite the drop in purchasing power, cars are a necessity for most consumers (80% of French need a car to go to work**). In this bleak context, the Group has played its cards well and has devised concrete solutions to increase the lifespans of customers' vehicles, thanks to good quality maintenance (more personalised, cleaner, safer), at a low cost. FRANCHISES IN TIMES OF CRISIS: A SAFE INVESTMENT This is particularly the case in Italy, where the economic downturn has been an opportunity for Midas, which has received high quality applications from independent dealers and garages, who wish to join their franchise network. The strength of the Midas network increases the trust of customers and professionals. 1.2 MAINTAINING A COHERENT LOW-PRICE POLICY The low price policy followed by all the brands in the Group has contributed to maintaining turnover growth in France and to stabilising the situation in Southern European countries, which have been affected by high unemployment, high fiscal pressure and increases in fuel costs. Faced with aggressive competition, the brands have opted for clear positioning on price and quality of service. Generally, the centres have aligned prices with those online, a coherent sales policy. In Romania, Norauto has launched a "We challenge you to find cheaper" campaign, to always offer the cheapest prices on the market. In addition to outside displays and online listings, tablet computers are available in store so that customers can compare prices directly online. 95% of franchised companies say they trust their ability to push through the economic crisis* *In France, survey by CSA-L Express December 2012 "Low prices, wide range, guaranteed safety" "Although the crisis has confirmed Norauto's business model, we experienced a downturn in Spain in In 2012, we therefore decided to develop our offer and to lower the prices of our products, sharing the results of negotiations with suppliers with our customers. However, we have maintained the prices of our services, as our labour has added value for skill, which has a cost." Patrick Dhennin, General Director of Norauto Spain

14 2.0 Ensure balanced growth built on a strong base 27 With moderation and ambition, the group has continued opening centres at the same rhythm, thirty per year, and developing the potential of other activities. In France, Norauto has become the leading car centre, with 342 retail outlets. 2.2 SYNCHRO DIFFUSION STRUCTURES THEIR GROWTH The only brand in Mobivia Groupe specialising in sales to professionals, Synchro Diffusion has entered a new stage in its development, by fitting out a modern 6,000 2 warehouse near Angers in October More functional and close to major roads, this new tool will help the brand develop, particularly internationally. It will support current clients and will be able to position the brand on new markets. Furthermore, adding to the commercial web site is an additional advantage for the development of the brand and for clients, thanks to real time visibility of product availability and the ability to order any time. Synchro Diffusion 52 staff 250 suppliers 3,500professional clients 6, 000references 65,000 orders sent out With a customer satisfaction rate of 75%, the Norauto franchises have managed to keep good customer relations and proximity. Matthieu Foucart, General Director of Norauto Franchise 2.1 MAXAUTO SUCCESSFULLY DEVELOPS UNDER NORAUTO FRANCHISE Announced at the end of 2011, the transition of Maxauto centres to Norauto continued until Thanks to this successful transfer, Norauto has become the leading network of car centres in France, with 342 retail outlets (including 84 franchises). The grouping has enabled the low price policy and the brand's services to be developed in small and medium towns. The communications of the franchised network has been reviewed, using Norauto's graphic identity. A recruitment campaign for new franchises has been launched on the website aiming for 10 openings a year. "Synchro Diffusion has redefined its markets" "We now supply consumables, accessories and branded products to four main types of clients: petrol station stores, specialists in car servicing, such as Midas Europe and Point S, stockist distributors such as Autodistribution, and various other clients. Pierre-Olivier Van Hille, General Director of Synchro Diffusion

15 3.0 Support new ways of consuming and experiencing mobility Mobivia Groupe is looking to the future, anticipating changes towards transport methods with lower environmental impact and increasing its presence online. 3.1 NORAUTO BY BIKE The group now offers alternatives to cars, through a range of now mobility products and services in its historical brand stores. Sales of electric bikes have increased sharply in Norauto, in all countries. The four models of its sustainable transport brand Wayscral have made the store one of the major players on the 2012 market. In France, local initiatives have been implemented and the aim is to extend them to the rest of the network: the Caluire Norauto centre provides workshop customers with curtesy electric bikes, the Vélizy centre, in partnership with Matra, has tested a wider range of electric transport, with 5 top quality electric bikes and 3 electric scooters. By combining service with technological innovation, Carbox enables companies to reduce their carbon footprint, while keeping the high satisfaction of their staff. Alexandre Crosby, Associated founder of Carbox 3.2 Via-ID CHANGES THE WAY WE MOVE Striving to make people sustainably mobile also means investing. Via development fund Via-ID, Mobivia Groupe has supported innovative companies in the field of new modes of transport since Based on the observation that habits and reflexes must change, they aim to change the way we think of personal transport. In 2012, Altermove, the specialist in urban transport, has opened in two new stores, one in the centre of Lyon, and in the peri-urban area in Marquette-lez-Lille. Buzz Car, with its car-share service, has developed many partnerships to promote car rental between private people: one with Vinci Park, the worldwide leader in car parks; another one with idtgv; which promoted the service in the summer, to travellers going to seven key stations: Toulouse, Rennes, Nice/ Cannes, Biarritz/Bayonne and Grenoble. Finally, Via-ID also become an equity partner in three young companies: Green On, which has a range electric bike services for companies and local authorities, Carbox, carsharing solutions for company cars, and La Bicyclette Electrique, the Parisian specialist retailer for electric bikes. Growth in electric bike sales +100% > Norauto Italy +34% > Norauto France 3.3 UN BILAN POSITIF POUR OXYO-pneus.fr The sharp increase of online tyre sales justified the creation of OXYO-pneus.fr in With 120 brands, 30,000 references and a million tyres available, the new brand has now reached its targets. In addition to permanent access to a wide range of products and stock, the low price policy and the many secure means of payment (several means payments, payment in several instalments, on reception, etc.) has enabled OXYO-pneus.fr to win over many new clients. The online-only store has also increased the number of partner garages that fit their tyres. There are now 3,200 of them, they are local centres all over France, including in rural areas. Finally, OXYO-pneus.fr has also made progress in its second aim: create synergy and develop the e-trade culture in the group. For example, Carter-Cash has also joined the adventure. In France, 9% of tyres are sold online "Develop our online notoriety and online sales" "In 2012, we launched a new version of our website for our clients, who are particularly savvy, as they look online for the best prices and advice. Recruiting a community manager last year enabled us to increase our presence online (blog, Youtube channel, Facebook page, Twitter, etc.) and therefore significantly increase traffic on our website (from December 2011 to December 2012, the number of visits to the site doubled) and tyre sales, via the "click and collect"* offer." Patrick Lefebvre, General Director of Carter-Cash *The click and collect offer enables clients to purchase a product online and collect it in a store. 29

16 Customers % Customer recommendation rate for Midas* in 2012 > 90.6 % for Norauto 318,772 of calls to customers in 2012 (Norauto, Auto 5, Midas) Make customers the centre of attention Customer satisfaction, the absolute priority, has increased for all brands, boosted by innovation. Mobivia Groupe now relies on the changes in buying habits to make access to all products and services easier for all clients, at all times, and in all places. Customer satisfaction index in 2012 Satisfied and very satisfied clients (Norauto, Auto 5, Midas) *Percentage of people who answered the Mobivia Group Survey who used the brand in the last 24 months and would recommend it to people they know. Survey of over 3,000 people in France, Belgium, Spain, Italy, Portugal - June 2012.

17 1.0 Sustainably satisfy our clients 33 The group has continued with the quality certification process and has made customer satisfaction rating systematic in all its brands. Increase satisfaction by developing customised offers in each country. 1.1 WIDEN THE QUALITY CERTIFICATION OF OUR CENTRES Mobivia Groupe is eager to satisfy clients, and encourages its brands to go further in their quality of service certifications. Norauto France has continued its Qualicert programme based on 51 commitments (welcome, services, products, advice, guarantee, waste recycling, etc.), the first reference of its kind in the sector. It has been renewed, increasingly taking into account the "customer pathway", linked to the development of sales channels. Reminder: the Qualicert standard is certified by an independent third party. In Spain, Midas has continued to apply its different levels of franchised certifications: minimum and premium. In 2012, 55% of centres achieved premium, providing ever more attention and services to their clients (Wi -fi, car cleaning, modernisation of fixtures, etc.). 1.2 INCREASE LISTENING TO CUSTOMERS AND MEASURE THEIR SATISFACTION To better know clients and future clients, and meet their needs, the group has implemented monitoring and listening tools: for 3 years, Mobivia has run a image and notoriety survey in five European countries in partnership with TNS Sofrès. Over 3,000 car-owners were interviewed, providing information on their relationship with the brands and purchasing habits. Concurrently, satisfaction surveys run online and by telephone are carried out systematically by Norauto and Midas in all their centres. Norauto Portugal has gained 20 satisfaction points in a year thanks to their work on welcome in their centres. Finally, to further identify the needs and expectations of customers, the group's brands invite themselves in their homes. For example, Norauto Romania, which launched an ethno-marketing survey at the end of 2012, holding individual interviews in people's homes. In a country where the idea of car centres is new, the brand must listen to customers more. 1.3 BUILD THE LOYALTY OF OUR CUSTOMERS WITH PERSONALISED OFFERS Gaining better knowledge of our clients has enabled us to design more personal offers, adapting brands to local areas. In addition to developing their ranges of own-brand products, increasingly designed to satisfy customers; Midas and Norauto have placed the emphasis on services in For example, over 60,000 customers have created an online service book in their monorauto.fr account, enabling them to follow the service history of their vehicle, as well as plan their spending. In Spain, Midas has handed out 3,000 service books, strengthening their role as advisors. In Argentina, Norauto has over 40,000 active loyalty cards, which enable commercial opportunities and ad hoc funding. Finally, in France and Italy, Norauto has launched a "Tyre Hotel", a winter tyre caretaking service in the summer, and vice-versa. Tyre Hotel meets a real demand from our clients, both private people and companies. This service enables us to support them in maintaining their vehicle more sustainably. Loïc Goltrant, Deputy sales manager Norauto Villeneuve d Ascq "OXYO-pneus.fr leader in customer satisfaction" We have become leaders in customer satisfaction, a crucial advantage in a competitive market such as this one. Over 6,000 people gave us their opinion in 2012, on independent customer opinion websites*. We encourage all our clients to contact us, via our chat module or by calling a nonsurcharged number, for advice prior to purchasing or to follow the delivery of their goods. When delivery is delayed, which can happen, we inform customers. Contact reinforce the human side of OXYO-pneus.fr: there are people behind the screens, to give our clients the best possible experience! Jean-Michel Fabre, General Director of OXYO-pneus.fr FIND OUT MORE *Discover our customer's opinions:

18 2.0 Innovate to progress 35 The brands in Mobivia Groupe have always been innovative: Norauto, which invented the concept of car centres in France, and Midas, who created no-appointment services. Nowadays, with the development of new technologies and the fast changes in society, it is crucial that Mobivia Groupe retains and develops this innovative spirit, to continue meeting the needs of consumers. 2.3 CUSTOMER'S NEEDS ARE WHAT MOTIVATES US Let's highlight the example of Norauto Italy: a customer tells a salesperson he needs a cleaning product which the store doesn't stock. Despite the range presented, the customer is certain, the product is absolutely the best! After carrying out some research, the salesperson realises that the cleaning product is praised everywhere, and passes the information on to the purchasing manager. After a few days of selling the product, the product is the best seller in the aisle. The key: listen to customers, listen to staff, question the range, to finally achieve collective results! 2.1 THE VENTURI EFFECT TO MULTIPLY INNOVATION Created at the end of 2011, Venturi is a transversal working group that aims to spread innovation through all the subsidiaries. The basis of the group rests on principles that are new in business: total transparency, positive state of mind, open-mindedness. Collaboration is the key! This state of mind and working methods should be shared with all staff. THE VENTURI EFFECT In the nozzles of jet engines, the diameter is reduced, which accelerates air particles and increases thrust (power) thanks to the Venturi effect. 2.2 POLISHING OPTICS: A BRILLIANT EXAMPLE Polishing headlights, a service pioneered by Norauto Spain, delays replacing damaged optics. In a country where the economy is really suffering, customers really appreciate the savings. Presented in Venturi, this new service was very well received. Just six months after it was presented at Norauto Spain, it was available in Portugal, Italy, as well as in Midas. Each subsidiary was able to benefit from the experience gained in Spain, to develop this service faster, taking into account the specificities of their market. Norauto Italy, for example, was able to concentrate more on education and made an explanation video, presented by the project manager himself. "Create value for our customers and Mobivia Groupe" By boosting innovation in the group, we have decided to focus on 4 issues, all linked to the final customer. 1. Innovate to integrate changes in society, the economy, technology and dare to make changes 2. Innovate to simplify customers' experiences 3. Innovate to boost product, services, uses R&D, to increase customer benefits. 4. Innovate to highlight the specificities of our brands, customers and employers We are a dynamic company, but like any other large company, we sometimes lack flexibility to answer our customers quickly. With the "Venturi" Innovation synergy process, we wish to go back to that start-up spirit, where everything seems possible, and especially, develop it! Jean-Luc Dony, Director of Synergie Innovation Venturi & General Director of Norauto International zone

19 3.0 Have constant access to products and services from everywhere 37 Simplify customers' lives: this is the motto of all brands in the group. Launching new e-trade websites and mobile phone applications, renovation of centres and stores, optimisation of welcome points and merchandising... so many actions to provide a completely new multi-channel commercial range, supporting them all the way through their purchasing path. 3.1 DEVELOP E-TRADE... The group has developed online sales, with a multi-channel and international approach. For example, Norauto has set up a new website to simplify things for customers. Benefiting from the experience of switched on 5 years ago, over 10,000 products in the tyre, maintenance and comfort ranges are now available, with a powerful search engine, the possibility to order in a few clicks and collect the product in store two hours later. Another innovation: make an appointment directly in the diary of the workshop you wish to visit. Launched in Spain in September, the site will be launched online progressively in other countries. In Spain, e-trade is growing by over 20% per year". The boom in multi-channel retailing has a high impact on "customer path" and transforms our relationship with them, meaning we have to change our staff's welcoming and advice strategy in our centres. Sofía Aparisi, Multi-channel Project Manager for Norauto Spain 3.2 WHILE MODERNISING OUR OUTLETS Standardising the range in store and online helps customers have a more coherent purchasing path, while increasing the close relationship. While implementing appointments online in 2 clicks, Midas Europe has also continued modernising its centres. They are key to forming a close relationship, and should be nurtured. In Spain, 90% are already finished: new fronts, new signs, renovated welcome areas, organisation of workshops... An advertising campaign was run in parallel with this ambitious modernisation programme, positioning the brand as a clear alternative to manufacturers' networks. "New ways of caring for our customers" "The more we work on Norauto being accessible to clients through as many channels as possible (centres, telephone, mobile, Internet), the more our stores become the best contact point. To make customers feel comfortable, we have created specific desks: to hand over keys for appointments booked online, the delivery of products ordered online... We have also reorganised the ranges displayed. This new organisation, implemented in 2012 in thirty centres, will be generalised in 2013 when we launch our new website." Bruno Desmet, General Director of Norauto France

20 People % women in the Group in ,523 long term contract recruitment in 2012 Give everyone the means to build their future By promoting responsible management; Mobivia Groupe ensures the well-being of staff and equal access to employment. It also supports their development, thanks to a wide variety of training programmes. 10,417 Number of staff (excluding franchises) in 2012

21 1.0 Promote professional development 41 The group helps staff develop their careers, through adapted training programmes for all skills and levels in the hierarchy. It also supports franchised companies in all their projects. 1.1 SUPPORTING CURRENT AND FUTURE MANAGERS To continue "growing through human power," the Mobivia Group Management University has added new programmes this year. In addition, a second Mobivia Talent Program promotion was launched last fall. This training programme, which is designed for promising talents from the Group, focuses on a theoretical analysis of management and strategy, as well as encounters with Group leaders and the management of a strategic project by team. These actions are meant to reinforce the skills of Group leaders and upcoming talents and to encourage inter-business Unit and inter-chain networks. 1.2 MAKE TRAINING MORE ACCESSIBLE THROUGH E-LEARNING E-learning began in 2006, and is still going strong in In Portugal, Norauto offers 59 online courses. The last were run for the launch of the new headlight polishing and injector cleaning services. Midas Spain has also developed an e-learning platform, and three new courses are available on it in One of them focusses on "La Revisión" (service), the strategic product and strong point in its range. Others examine the "Guarantee service", the main way of improving customer service, and the "Air conditioning" product. The MTP Group has become a supportive team, with shared values, even though we come from difference backgrounds, brands, countries and positions Julien Gourand, MTP class 1 ( ) and sponsor of class TRAINING IN JOBS OF THE FUTURE Particularly those linked to sustainable transport. Auto 5 advisors-sales staff all took part in a special training day on twowheeled transport: presentation and test of new electric scooters and bikes, customer/ sales staff role plays and technical workshop to learn how to repair bikes. At Norauto, the training team has organised a tour de France in 15 stages to train a hundred staff in workshops already specialised in scooters on how to repair electric bikes. Midas Belgium trains and certifies one staff member per centre in hybrid vehicles. 1.4 HELP FRANCHISES PROGRESS Midas and Norauto Franchise support the development of the franchises. In Spain, Midas has strengthened the position of the head office in the field, as each centre is tutored by a manager. Regular visits to centres and the launch of a new Intranet has improved communications between everyone. Midas Italy has also increased its support to new centres, with regular visits by regional managers, training and strong advertising during the first months. hours on average of training / employee / year Norauto France, 2011 of the payroll used for training at Norauto France Excluding employer contributions. Norauto France, 2011

22 2.0 Guarantee equal treatment and access to work PROMOTE EQUALITY BETWEEN MEN AND WOMEN The group wishes to extend its diversity policy. Norauto France renewed its pledge to actively promote male/female equality in March This 3rd agreement particularly emphasises working hour flexibility for mothers-to-be. Norauto and Midas have also signed, during the Mondial de l'automobile in Paris, the charter of the association "Les Elles de l'auto", which campaigns for easier access to employment in the automobile sector for women. Women are actually increasingly present in Midas centres, both in managing positions and in the workshop. More than people on permanent contracts are recognised as disabled workers Key figures Norauto France Over 150 staff members have benefited from adapted work stations Key figures Norauto France 2.2 HELP DISABLED EMPLOYEES INTEGRATE AND REMAIN IN THEIR JOBS In 2004 already, Norauto created the job of disability task force director, and then officially committed to employing people with disabilities, by signing a National Convention with the AGEFIPH in was a new start, with the signature of a first 3-year agreement with trade unions on the integration of disabled workers. The agreement was renewed in The assessment of the second agreement is currently being drafted, and Norauto is pursuing its commitment by setting new targets for the years to come. The disability mission implements very concrete actions, for example, in 2012, to help keep jobs, Norauto equipped fifteen car centres with tyre fitting machines that reduce the physical constraints linked to the job of tyre fitter by 70%. "Join us, and begin managing your career" "It s the slogan for the Norauto France recruitment advertising campaign that we launched to attract new talents and fill the 1,000 positions we open each year. It is based on company's values and the many opportunities for career development it offers. For example, 88% of Workshop Managers are products of internal mobility. To illustrate this campaign, eight members of staff tell us about their career on Anne-Danièle Fortunato, Director of Human Resources and Relations of Norauto France

23 3.0 Develop synergies and ensure staff's wellbeing 45 All brands share the same wish to develop synergies and staff satisfaction, more so in times of crisis, based on the fundamental values of Mobivia Groupe. 3.1 MANAGING WITH OUR VALUES Mobivia Groupe uses its values to give meaning to its everyday management practices. Norauto France has designed a new "Managing with values" module for all managerial staff. Based on the five values of the company (Sharing, Performance, Respect, Authenticity, Entrepreneurship), it appeals to staff's common sense. 300 managers followed it in 2012, and the aim is for all managing staff to follow it in three years. 3.2 PROMOTING LISTENING AND PROXIMITY The group strives to increase staff satisfaction, which is just as important as customer satisfaction. At Norauto France, the 3rd edition of the Staff Satisf@ction Survey was held from September to October 2012, and almost 4,500 staff members were interviewed. This survey aims to hear staff's opinions on their work and environment. Each Director gains information about their centre and can therefore implement a local action plan. Following the first two editions, several actions were taken, for example: celebrate successes more, repaint and fit-out social premises, clearly define everyone's role to increase equality... This year, Norauto Spain has also entered an important stage of listening and considering staff: a survey on satisfaction and safety at work produced a general mark of 14/20. SYNERGIES, OPEN EXCHANGES AND PARTNERSHIPS To share a common vision and discuss new ideas, Mobivia Group organises formal and informal networks, using Synergies: the brands in the group regularly discuss priority themes (HR, marketing, purchasing, e-trade, etc.) by activity, internationally or country. "Communicate better" "I followed the "Managing with values" course 6 months after I joined the company, and I was therefore able to very quickly link each value to reality. It enables us to review and reassess our management practices everyday, and give them meaning. The group has a real dynamic, I think we communicate better between ourselves now" Pierre-Alain Charlet, Workshop Manager at the Norauto Centre in Englos 3.3 INCREASE THE LOYALTY OF STAFF TO OVERCOME THE ECONOMIC CRISES Despite the difficult economic context, the group has continued recruiting and has endeavoured to increase its employees' salaries. The policy aims to increase the loyalty of staff, to complement the training and career development actions. For example, staff turnover at Norauto Portugal has fallen sharply (from 39% to 12% in 4 years), guaranteeing the strength of the network. Average reference salary in the Group in , in , in 2010

24 suppliers audits in 2012 (social, environmental and quality audits) The Norauto Foundation has given 2.5M to 368 associations since it was created in 2005 Social aspects Be involved in community action and take part in the public debate to improve mobility The aim of Mobivia Groupe is to make car use cleaner, safer, more accessible and better value. This means the group actively defends consumers, and is committed to the safety of car users, as well as taking part in the debate on sustainable transport. The group encourages its brands to be involved in their local charities, and be inspired by the actions of the Norauto foundation. 47

25 1.0 Act for the general good 49 As a socially responsible company, Mobivia Groupe is committed to fully understanding the expectations of stakeholders, to be able to integrate them in its strategy. This is why the group goes further than holding regular discussions, and runs programmes to defend motorists' rights, their mobility and purchasing power. 1.1 PARTICIPATE IN THE DEBATE ON MOBILITY To contribute to the public debate on mobility, the group is involved in many events. During the Mondial de l'auto 2012 in Paris, the group presented a survey on "French people and electric mobility", in partnership with AVERE, a professional association for the development of electric mobility. For the second consecutive year, it also took part in the International Environmentally Friendly Vehicle Conference (R.I.V.E) in Paris, which aims to bring together the public authorities "Raise the awareness of our customers to sustainable transport" and all the players in the sector on the issues affecting the sector. Mobivia Groupe has also been a partner for several trophies, including the "electromobile towns" trophy, organised by AVERE, rewarding innovative policies for sustainable transport in French towns. FIND OUT MORE Find out more about the Mobivia-AVERE survey: Press release on "We have a Facebook page, on which we ask them their opinion on cycling, new laws on scooter licences, new labelling on tyres... We inform them and encourage them to take part in World Environment Day, the European Transport Week, The World Day without a bag... A fun way of raising the awareness of our customers to topics that are sometimes far removed from their daily lives". Anca-Maria Ionescu, Sustainable development, Marketing and Communication manager at Norauto Romania 1.2 PROMOTE THE STANDARDISATION OF EUROPEAN LAWS ON ROAD SAFETY In October, Mobivia Groupe organised an intervention in the European Parliament to promote a standardised European policy on winter tyres, to improve road safety. During this event, it presented an exclusive study, which presents the real differences in laws in Europe. Several proposals were made to improve road safety in snowy weather. 1.3 COMMITTED TO FREE COMPETITION For several years, Mobivia Groupe has been particularly committed to contributing to the debate on competition on the car after-sales services market, by holding informative actions and meetings with public authorities on a European level. In France, the competition authorities gave their definitive answer on the subject by recommending the opening the car bodywork market. The group has appealed to the public authorities to implement these recommendations as soon as possible. FIND OUT MORE > Press release on > Press release by UFC Que Choisir "Car repair and maintenance / Competition is still broken down! on "Izydrive, official partner of Road Safety since the summer of 2012" "Our prevention services have been recognised by the Road Safety association. Road safety activities, presentation of electronic breathalysers during public and private events, drivers to go home safely after parties... Our everyday actions have caught the attention of public authorities!" Fred Wagner, General Director of Izydrive FIND OUT MORE