66 2024 Sustainability Report Customers-focus: every product tells a story We build our customer relationships on the value of Responsibility, prioritizing fairness and transparency in our communication policies and ensuring full compliance with privacy regulations in the collection, processing, and storage of personal data. Customer satisfaction is measured through the various touchpoints developed over the years, which are essential to understanding market needs, assessing perceived quality, and gathering valuable feedback - establishing a relationship based on listening that extends well beyond the point of sale. Direct and indirect dialogue with customers and consumers enables us to understand and anticipate social and behavioral changes, allowing us to deliver high-quality service through our value proposition. Our relationship with B2B clients - large companies operating at national and international levels - is grounded in daily, direct interaction, which allows us to provide continuous support throughout the entire journey. We offer expert, highly specialized consulting, collaborating in the co-design of customized, sustainable, and high-value-added solutions. In recent years, our clients have increasingly broadened their focus, complementing quality assessments with greater attention to environmental and social issues. Through regular meetings, audits, and surveys, they monitor our level of alignment with their standards, evaluating both objectives and results achieved. For years, we have participated in the networking program promoted by one of our key clients, aimed at engaging the entire supply chain on sustainability and innovation topics. Through site visits, case studies, training sessions, and working groups, different stakeholders are invited to exchange ideas and develop solutions for fostering synergies within a responsible and sustainable procurement model. Participation in major trade fairs has always provided an important opportunity to keep up with market trends, build business relationships, and showcase our company - bringing Made in Italy beyond national borders. Among the most significant in 2024, we attended Milano Home – Milan, Ambiente – Frankfurt, Inspired Home Show – Chicago, and PLMA – Amsterdam. We place great importance on our end consumers, striving to ensure their full satisfaction not only through the quality of our products but also by offering clear, transparent, and value-driven communication. All company information is readily available on our website, designed to provide a complete experience: from purchase support, to consultation of “use & care” guides, to quick access to customer service. visits to the Sustainability webpage online views of the 2023 Sustainability Report total reach of sustainability-themed social media campaigns 1,839 105 924,852 national and international trade fairs 4
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