91 SUSTAINABILITY REPORT 2021 Purpose Overall Score Feedstock CSI 88.35% CRR 93% Packaging CSI 84.81% CRR 94% Wool CSI 85.67% CRR 93% Recycling CSI 87.13% CRR 91% PET CSI 86.51% CRR 95% Fibers CSI 85.86% CRR 93% IOD CSI 84.76% CRR 85% Customer Satisfaction Index (CSI) and Customer Retention Rate (CRR) for Business Segments Strong customer satisfaction is essential for a profitable and sustainable business. We constantly improve our understanding of our customers’ needs and incorporate this in our business direction and decision-making. We conduct a customer satisfaction survey once every two years to assess customer expectations, needs, and level of satisfaction with our products. Systematic feedback is gained across all business interactions and customer levels in 22 focus areas set within six overarching groups. Responses are analyzed and reported through our Feedstock, PET, Fibers, Packaging, Wool, Recycling and IOD segments, with the recommendations combined into ongoing improvement efforts. We plan to conduct our next customer satisfaction study in 2022. Measures customer satisfaction with a product, service, or company. Measures the number of customers we continued to do business with throughout the year. Measures customer loyalty and the likelihood of recommending our products and services to others. 86.16% 92% 57 Performance Metrics Customer Satisfaction Index (CSI) 2021-2022 Target: CSI > 86% Customer Retention Rate (CRR) Customer satisfaction measurement covered 100% of global operations Net Promoter Score (NPS) PIRELLI SUPPLIER AWARD Glanzstoff Sicrem, part of Indorama Mobility Group, was awarded the Pirelli Supplier Award 2021 in the“Service Level”category for producing the first Forest Stewardship Council certified tire with FSC-certified Rayon. The Indorama Ventures company has been a consistent supplier of textile reinforcements and IVL is honored to be one of the nine companies selected by Pirelli among 14,000 suppliers annually. YOKOHAMA SUPPLIER EXCELLENCE AWARD In April 2021, four Performance Fibers companies in China received the Supplier Excellence Award by Yokohama Rubber (China) Co., Ltd., a leading motor vehicle tire producer and one of the top three customers for Performance Fibers in China. These Indorama Ventures subsidiaries have been supplying high grade polyester tire cord fabrics to support the operations of Yokohama’s six productionplantswith an annual PCR tire capacity of 10 million units. The customer satisfaction study provides us with valuable insights and a direction which allows us to target relevant customer groups, develop specific products, and ensure that all relevant information is included to strengthen customer relationships. In analyzing the results of the CSI and CRR, we can examine the root causes of any issues and identify areas for improvement in support of our core value to be the preferred supplier to our customers. In addition to thesematters, we will also continue to include our customers’ future needs and expectations in our plans. The results of the annual NPS are closely analyzed, including in relation to our competitors, while trends over time are monitored. We consolidate and improve on issues raised through our customer relationship approach and by monitoring our business performance. Responsible Business and Effective Governance Towards Net Zero Carbon Empowering Our People and Communities Global Performance Data GRI Standard Content Index Driving Sustainable Value Creation and Growth
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