1. Global ICSAT Internal Client Satisfaction ICSAT team: Global solutions for Local partners

2. Global ICSAT Global solutions for Local partners 2 We are pioneers in the Global environment providing partnership in 11 different cultural backgrounds and nationalities to add as much value as possible to the execution team. ICSAT Community

3. Global ICSAT Global solutions for Local partners 3 Improve seller experience Improve the quality of administrative support Efficiency, Productivity, Client Satisfaction

4. Global ICSAT Global solutions for Local partners 4 You will receive an email from the ICSAT tool. There are only 6 questions, which will take you less than 2 minutes to answer. Global ICSAT Global solutions for Local partners

5. 5 Analysis of survey comments Presentation of results to STS Execution first line managers and agreement on proposed action plans In case of under target scores, STS Up-line manager is responsible of the action plan ICSAT team follows up the action plan with the sellers Categorization of pain points Categorization of pain points Creation of action plans Creation of action plans The key point for the action plan is your comments Survey scores are part of STS Scorecards

6. Global ICSAT Global solutions for Local partners 6 Survey Result will be shared with the 1st line manager Comments will be needed for categorizing pain point and discover the real situation The satisfaction rate is a metric counted in Services and Hardware Execution teams scorecard. These results are presented to STS Execution leaders. Responsivenes & Availability Proactivity Knowledge Skills Experience Business - Client Awareness Quality & Accuracy Communication Tools & Processes

7. Global ICSAT Global solutions for Local partners 7 Business Client Awareness Business Client Awareness Organize a monthly call with the client to better understand the specific business needs and areas of improvement. Proactivity Take the first step to reach out to the business whenever necessary rather than wait until they contact regarding pending requests or delays. Responsivenes Availability Make sure tasks are properly prioritized and that urgent requests are treated as such. Knowledge Skills Experience Knowledge Skills Experience Quality Accuracy Communication Tools & Processes COMMENTS PAIN POINTSACTION PLANS No comments, No action plan All the action plans for under target team are owned by second line managers Respondent names are not shared with the managers

8. Global ICSAT Global solutions for Local partners 8 With whom do we share ICSAT results? 1st Line managers to take actions Up line managers and CoE leaders STS Execution top executives such as Jelle Gross, Kenneth Edwards, Sarah Llloyd-Williams, Joanne Wright, Renée Ure Survey respondents will receive their survey results with agreed action plans. High executives are interested in how Execution teams give support to the business, and they consider Sales teams or internal clients feedback very valuable to improve the quality of administrative support.

9. Global ICSAT Global solutions for Local partners 9 Detailed comments are most useful to understand the reality of the service you receive. Only with your participation, we are able to improve the seller satisfaction and client facing time. So please do leave your comments in the survey tool and feel free to communicate with us through Email or SameTime. Please note that your name will not be shared with the managers. Thank you for your cooperation