Investor Presentaiton

product responsibility INDICATOR PR5 Practices regarding customer satisfaction, including results from customer satisfaction studies. CONTENT Customers 2012 MEXICO Customer Service Call Center (CAT). Call center for customer information, comments and suggestions. The complaint is channeled to the corresponding area. • Maximum response time: 48 hours. ⚫ The phone operator follows up until the instance is closed. Scaling system for specific situations. Customer satisfaction is measured randomly selecting 10% of all complaints to evaluate response level. 2012 CAM Customer Service Call Center (SAC) Call center for customer information, comments and suggestions. • Customer satisfaction is measured monthly via Store Track. Satisfaction Index for all Central America in 2012 was of 86%. 2013 MEXICO Customer Service Call Center (CAT) Call center for customer information, comments and suggestions. . • The complaint is channeled to the corresponding area. Maximum response time: 48 hours The phone operator follows up until the instance is closed Scaling system for specific situations. • Customer satisfaction is measured randomly selecting 10% of all complaints to evaluate response level. 2013 CAM Customer Service Call Center (SAC) . Call center for customer information, comments and suggestions • Customer satisfaction is measured monthly via Store Track. Satisfaction Index for all Central America in 2013 was of 84%. 2013 Financial and Social Responsibility Report CAT total calls • % answers • Total complaints ⚫ % complaints . % complaint response at or under 48 hours 315,261 211,091 89 NA 15,812 NA 5.0 4.2 7 84 NA 371,226 255,470 88 NA 17,579 17,093 4.7 6.70 77 NA • % response to complaints 100 100 100 100 Execution controls in-store: Rally's: Review of execution standards in-store through Execution controls in-store: Rally's: Review of execution standards in-store through Mystery Shoppers. Monthly indicator per unit and operator The study measures indicators such as fastness, kindness, cleanliness and safety. Variables measured: outstocks, correct pricing, lines at checkout, associates walking customers to needed products, and clean restrooms A comprehensive report is delivered with the main opportunities found at the Call Center and Rally's. Mystery Shoppers. • Monthly indicator per unit and operator. The study measures indicators such as fastness, kindness, cleanliness and safety. • Variables measured: outstocks, correct pricing, lines at checkout, associates walking customers to needed products, and clean restrooms. A comprehensive report is delivered with the main. opportunities found at the Call Center and Rally's. 123

View entire presentation