The engagement of our employees - a concept that expresses both satisfaction and involvement - is a key performance indicator. We know that engaged employees are better able to address effectively to expectations and deliver the best service to consumers.

Employee Engagement Survey

Every two years, we conduct a survey worldwide to understand employee engagement and identify and act upon opportunities for progress. In 2018, we carried out our 7th international Employee Engagement Survey:

• 62% participation rate — a 5-point increase compared to 2016

• 69% engagement rate, up 1% from 2016.

In China, 8,550 employees participated in the survey and we achieved great score:

• Second time open to all of employees, reaching 89% participation rate, +13% versus 2016

• 87% engagement rate, representing a 12-point increase compared to 2016 and 37-point improvement compared to 2006.