"With Love Supplier": A Strategic Indicator for Manutan

At Manutan, we monitor six key performance indicators to steer our business. Among them are two financial metrics, along with four ecosystem-focused indicators. The "With Love Supplier," assessing our suppliers' satisfaction, is an integral part of this framework, solidifying our commitment to fostering "win-win" partnerships within our supplier network, driven by a continuous improvement mindset.

Annually, we engage our entire group of global and local suppliers in the "With Love Supplier" satisfaction survey. This qualitative and quantitative questionnaire comprises a dozen open and closed-ended questions. While participation is voluntary, it is crucial for gauging the quality of our relationships and pinpointing potential areas for improvement.

This year, nearly one-third chose to participate. Though results are still under analysis, we're pleased to share an increased supplier satisfaction rate of 49/100*, up by three points from the previous year.

With their valuable feedback, we are now focused on addressing identified areas for improvement. A robust action plan will be developed, involving collaboration with select partners and tracking progress over the next six months. This annual survey will transition to a biannual frequency to enhance agility.

A heartfelt thank you to all participating suppliers! Their transparency and commitment enable us to progress together, continually enhancing satisfaction for our end customers.

*For this indicator, we refer to the NPS (Net Promoter Score), evaluating both our performance level and suppliers' level of delight. By deducting the percentage of detractors (rating 0 to 6) from the percentage of promoters (rating 9 and 10) in response to the question "How do you evaluate your relationship with the Manutan Group?" we derive the NPS percentage.