08 Stakeholderdialogue & Sustainable performance

Dialogue with our stakeholders

Identifying our sustainable priorities in line with external and internal stakeholders concerns is essential in our approach. Consequently, in 2020, we conducted several workshops with our staff members worldwide and launched an online questionnaire for staff, customers and suppliers to probe their interests and concerns about the Group s sustainable development pillars and challenges. This exercise gives us insight into future developments and trends, enables us to share good practices and inspires proposals on sustainable changes in transport and logistics activities.

Voice of banks and investors

Environmental footprint is rightly becoming an increasing focus for our stakeholders, including investors, banks and the wider financial community. We recognize that the transportation and logistics sector have a crucial role to play in creating more sustainable economies. As an industry leader, our aim is to be at the forefront of innovation to support the sector s efforts towards a more environmentally respectful model.

Beyond environmental issues, which we expect to be more impactful for us and our industry in the coming years, we also pay close attention to develop our company within the strict respect of our people and local communities, while retaining the highest standards in terms of ethics and compliance.

Voice of customers

With the aim of taking its customers concerns into account in a timely fashion, in 2019 CMA CGM launched TouchPoint Survey , a short two-question survey sent after contact with our customer service. In 2020, 100,000 surveys were sent in 15 countries and 4,000 responses received.

In 2019, CMA CGM launched a training course on Customer Experience. The training course has for aim to provide our employees, who are either in direct or indirect contact with customers, with tips to facilitate interaction and enhance the customer journey. This training course received, in 2020, the Silver Brandon Hall award in the category Best Learning Program Supporting a Change Transformation Business Strategy . In 2020, six countries and our 4 SSCs joined the training programme.

CMA CGM Group s Sustainability Strategy is based on a collaborative approach. Our aim is to onboard all our stakeholders (customers as well as investors and suppliers) on a joint journey, where everyone has a key role to play. Customers are driving the need to act through business requirements, investors influence strategic financial decisions to create a sustainable development model for the Group while suppliers will have to commit to find their own bearings in the global model.

EcoVadis: Maintain the Platinum Medal for CMA CGM and obtain the Gold Medal for CEVA Logisitics

OUR AMBITIONS AND GOALS

ACTING FOR RESPONSIBLE TRADE

C M A C G M S U S T A I N A B L E D E V E L O P M E N T