Universal Registration Document Fiscal 2025

COMMITMENTS AND TARGETS

Sodexo has defined the target to protect consumer personal data in an equivalent way by all the Group entities, wherever they are located, based on the principles and rules defined in the Sodexo BCR.

Consumer experience [S4-1, S4-2, S4-3, S4-4]

Sodexo has a positive impact on consumers and end-users by simplifying their daily lives through efficient delivery of food and facility management services and strives to mitigate reputational and operational risks linked to consumer or client dissatisfaction.

STRATEGY, OBJECTIVES, GOVERNANCE

At Sodexo, we deliver services to a wide range of clients (eg, companies, hospitals, government & agencies, etc) and serve 80 millions of consumers worldwide on our sites or on our clients' sites. Our strategy places clients and consumers at the core of everything we do, focusing on meeting their needs, expectations and experience to drive lasting satisfaction.

Client and consumer engagement is managed through two specialized teams within the Group marketing function: client & consumer insights and client & consumer experience. At Group level, marketing team with the support of experts in insights and consumer experience, is responsible for shaping and delivering the global strategy on insights and customer experience, aligned with brand and consumer-centric strategies. These are cascaded across regions and countries, ensuring alignment while enabling local adaptation to specific consumer needs and contexts.

POLICIES AND ACTIONS

The client & consumer insights team focuses on strategic long-term topics and guide decision-making by supporting key marketing and sales initiatives. The team provides tailored insights to key stakeholders, at all level of the organization, based on both qualitative (in-depth individual interviews, focus groups, online community) and quantitative research (surveys recruiting respondents through external panel data or internal client databases).

• In Fiscal 2025, Sodexo conducted in-depth consumer research to identify and segment the key eating occasions among working adults. This comprehensive and foundational study provides valuable insights into how employees engage with food throughout their workday, shedding light on their habits, preferences, and attitudes, across different types of workplaces and shaped by their changing needs from day to day. This research supports marketing teams both at the Group level and across regions by helping them enhance existing food brands, through stronger concepts and improved positioning aligned with consumer demand, and by guiding the development of new offerings. The study was conducted with approximately 4,000 consumers across multiple countries.
• On the client side, Sodexo conducted buyer journey research to better understand the needs and expectations of decision-makers and influencers within the purchasing ecosystem. This project addresses both the upper funnel, providing insights to marketing teams on communication channels, content strategy, and engagement, and the lower funnel, offering guidance to sales teams on negotiation pathways, buyer expectations, and conversion drivers.

The client & consumer experience team is dedicated to addressing operational priorities and short-term issues that directly impact the day-to-day experiences of both clients and consumers. To ensure all client and consumer voices are accurately heard, including those from vulnerable populations such as schoolchildren, seniors, and individuals with disabilities, dedicated data collection methodologies are employed, such as digital technologies, voice interviews or pen-and-paper questionnaires. The Group also relies on digital platform technologies to analyze data through dashboards provided down to site level.

Our approach centers around two core survey types, designed to capture client and consumer experience effectively, consistently, and comprehensively:

• The relationship survey is a long questionnaire (up to 20 questions) asked once or twice a year, providing consumers with the opportunity to rate their food service and/or workplace experience, as well as detailing their satisfaction on key drivers (e.g. food taste, food variety, cleanliness, etc). This survey is mainly collected through QR codes displayed on posters at each client location. The relationship survey for clients is shorter and centers mainly on the Net Promoter Score (NPS) indicator, widely shared among sales & retention teams as well as SLT to support performance and engagement strategies;
• The "always-on" survey allows consumers to share feedback at any time, without being directly solicited, about their experience at work, to rate a specific experience, to report a problem or to make a suggestion. It is collected either by QR codes displayed on posters or through digital kiosks and tablets. This type of survey enables on-site teams to be responsive to everyday consumer feedback and to bring continuous improvement, as well as making adaptations to their service operations and to reduce friction points and improve satisfaction.

Sodexo has not defined any specific target related to consumer experience.

In Fiscal 2025, Sodexo has collected over 15 millions consumer surveys responses and around 6,500 client surveys responses, providing robust insights to keep abreast of client and consumer experience.