Business Partnerships for Customer Delight III. Istanbul International Insurance Conference

CONTENT 1. Objective of Presentation 2. About Belron Our Brands Our Vision 3. Evaluation of Glass & Importance of Repair 4. Customer Retention & NPS Proactive Touch-Point Management

OBJECTIVE OF PRESENTATION  Build a shared understanding of the value we jointly create through customer delight  Understand how business partnership can enhance that value by Sharing the customer ‘moment of truth’ Broadening our cooperation to drive greater value

CONTENT 1. Objective of Presentation 2. About Belron Our Brands Our Vision 3. Evaluation of Glass & Importance of Repair 4. Customer Retention & NPS Proactive Touch-Point Management

Belron is a 111 year old company owned by D’Ieteren  Vehicle Distribution  Car Rental  Vehicle Glass

D’IETEREN KEY FIGURES 2010 Serving 19M customers in 120 countries employees 3.4M glass repair jobs 12M glass repair & replacement jobs US$10,1 Billion Turnover

33 countries 24,000 employees 1,800 branches 8,500 mobile units 3 seconds… A glass job completed worldwide! Our operating brands....

OUR VISION & STRATEGY IS CLEAR… To be world’s natural choice in VGRR Repair First If it is possible to repair rather than replace we will do so VISIONSTRATEGY

CONTENT 1. Objective of Presentation 2. About Belron Our Brands Our Vision 3. Evaluation of Glass & Importance of Repair 4. Customer Retention & NPS Proactive Touch-Point Management

2011 Comprehensive Motor Insurance Glass Claims Estimation for Turkey

The evolving role of glass | Three main areas Thinner, more complex curved glass Glass incorporates advanced technologies Larger areas of glass, including roof

Evolution of glass complexity Clear or green glass Solar control Light or dark grey top tint Camera Head Up Display (HUD) VIN notch in silkscreen Rain sensor  Light and rain sensors.  Head up displays (HUDs).  Fitted cameras allowing: - Speed Detection - Lane Deviation - Collision Avoidance.  Radio antenna in glass

Facts about repair | Why does repair become ever more important?

A CHALLENGING TASK : Increased Customer Service with controlled costs | Why does repair become ever more important? 40% is the repair rate of Belron Increasing complexity (e.g. 5346AGSGYAHJMVW Merc SL) 1% is the repair rate in Turkey

Benefits of Repair Repairs only take 20 minutes. Save the originality of the glass. Repairs are significantly cheaper than replacements. 100% safe 10 times more environmentally friendly than replacement. Source: Belron ® & KPMG risk and sustainability study 2008

CONTENT 1. Objective of Presentation 2. About Belron Our Brands Our Vision 3. Evaluation of Glass & Importance of Repair 4. Customer Retention & NPS Proactive Touch-Point Management

Attracting new customers is expensive! Insurance Retention/Defector Study* Suggests you should: Anticipate which customers are most likely to switch Engage a retention strategy before they even begin the shopping. Initiate proactive contact with customers at touch-points. Don’t forget! Retaining customers still depends on high quality service. *J.D. Power & Associates 2008 Customer Loyalty

We measure satisfaction using NPS - Net Promoter Score NPS is a measure of customer loyalty International standard Not specific to BELRON ® Used by a large number of companies : ING, e-Bay, GE, American Express, Dell, US Airways, Sony…etc How do we use NPS? To motivate our people To benchmark with other companies To better understand our customers To improve our customer experience based on their feedbacks

“On a scale of 0 to 10 How likely would you be to recommend Carglass to your friends or colleagues” One Question, One measure

What is a good NPS score? 81% 51% 56% 73% 71% 75%

NPS BY INDUSTRY

CARGLASS® TURKEY NPS Carglass Turkey achieved 83% NPS in average

▪ Belron has strong NPS performance across markets, including UK and case study markets ▪ Strong Belron NPS is correlated with insurer NPS ▪ This NPS advantage supports economic benefit as demonstrated in terms of – Up-sell /Cross-sell – Referral – Retention Economic value from customer behaviour (e.g. renewal) Higher Partner NPS for customers served by Belron Belron high NPS levels We create economic value to our partners through policyholders served by Belron!

Economic value from customer behaviour (e.g. renewal) Higher Partner NPS for customers served by Belron Belron high NPS levels We think we can do more to share the moment of truth Share: Share moment of truth to increase translation of satisfaction from Belron to Partners Delight: Further increase Belron’s NPS through enhancing the customer experience Create more value: Work jointly to translate customer delight into valuable customer behaviour for Partner (e.g. renewal, up-sell, cross-sell) 1 2

SOURCE: Carglass France NPS, segment and retention surveys 1 week after service 3 months after service 6 months after service Insurer NPSInsurer NPSInsurer NPSInsurer NPSCarglass NPSCarglass NPSCarglass NPSCarglass NPS Insurer NPSInsurer NPSInsurer NPSInsurer NPS 25 Carglass NPSCarglass NPSCarglass NPSCarglass NPSInsurer NPSInsurer NPSInsurer NPSInsurer NPSCarglass NPSCarglass NPSCarglass NPSCarglass NPS FRENCH MARKET EXAMPLE Window of opportunity between ~3 and ~30 days following service To create more value, we must convert satisfaction into action immediately following service

A recovery intervention is conducted with at-risk customers Partner contacts customer within 30 days to propose offer Insurer provides analysis on conversion rates to Belron for improvement of models Partner mines policyholder data for high potentials (e.g. customer value, date of next renewal, other products Belron pinpoints high potentials and at-risk customers Belron conducts post-service satisfaction survey Belron provides glass service How it could work: Targeted sales and recovery interventions Possible intervention model

CONCLUSION  Glass claims complexity and frequency is increasing  Increased competition forces service companies to differentiate with enhanced customer services.  With glass claims representing only 4%-7% of total claims, Carglass offers customer loyalty and increased sales with total value partnerships.

Z.Gul Birgun General Manager Carglass® Turkey