Investor Presentaiton

33 UXIN LIMITED Environmental, Social and Governance Report REPUTABLE UXIN, PROVIDER OF CUSTOMER-CENTRIC SERVICE 34 By the end of March, 2022, QUARTERLY NPS SCORE OF UXIN In addition, we periodically collect customer reviews to evaluate the quality of our service and the quality of the used vehicles we sold. We investigate their satisfaction level in sales service, logistics efficiency and used vehicle delivery service. Through closed-loop management of customer satisfaction, we grow closer to our customers and upgrade our business and service processes to empower solid growth for the Company. we had held 32 meetings invited 25 clients to attend NPS meetings 44 42 61 59 56 1. Pre-Meeting Preparation The CEO Office prepares NPS materials (case discovery, case verification, case handling and case solutions) 2. Customer Engagement The person in charge decides which customers to invite, and the subordinates or the person in charge invite the customers to attend NPS meeting Closed-loop Customer Satisfaction Management 3. NPS Meeting ⚫ The management communicates with the customers, and the CEO deals with the customer-related problems (if there are any remaining problems), and the customers share their experience with used vehicle purchase and give their suggestions • The person in charge reports the progress and planning of NPS-related matters, and then show the NPS cases that have occurred within two weeks, the current treatment plan and the fundamental solutions to the problems in the future ⚫ The CEO gives directional and executive instructions on relevant situations 5. Periodic Customer Review Periodic customer reviews are collected for an investigation on the customer satisfaction of sales, logistics and after-sales, and internal in-depth reviews are conducted for the feedback from customers 4. After-meeting Review According to the problems pro- posed at the NPS meeting, we conduct an in-depth review to seek fundamental solutions ⚫ 24 major upgrades (used vehicle condition, cost and service, etc.) • Establishment of "5V service mechanism❞ continually improved NPS to 61 2021Q1 2021Q2 2021Q3 2021Q4 2022Q1 Case: Simplifying Tedious Processes to Improve Customer Satisfaction To provide better service for customers and meet their needs in purchasing used vehicles at Uxin, the Company reimburses the toll for customers who come to buy used vehicles from far away. In September 2021, we received a customer's feedback: in the process of buying a used vehicle, the staff promised to reimburse the fare, but the reimbursement was suspended for a long time. Investigation revealed that the sales department didn't really carry out related training and that the reimbursement time limit "T+7" was too long. After discussion at the biweekly NPS meeting, the Company decided to shorten the approval process and time limit of reimbursement. The reimbursement process now is audited and initiated by the business manager and examined and approved by the head of the sales department via email directly. After the approval, reimbursement can be received. By shortening the reimbursement time, the Company has improved service efficiency and after-sales customer satisfaction. Handling Customer Complaints Closed-loop management of customer satisfaction From the perspective of consumers, Uxin keeps building high-quality and efficient communication channels and formulates reasonable and effective customer complaint handling policies. We implement the principle of "responding to customer problems within 30 minutes and giving solutions within 24 hours", to deal with various customer complaints in a timely and effective manner. Resolving issues from any customers who are dissatisfied or have low satisfaction levels with the Company's products and services through the biweekly NPS meeting with engagement from the CEO have led to these customers to becoming willing to recommend Uxin to their family and friends. With the joint efforts of all our staff, our customer satisfaction kept rising with the increasing NPS, with decrease in neutral and non-promoters and increase in promoters. Lifetime Return for Major Problems For disputes such as accidents and damage identification, we will send the used vehicle to a third-party appraisal and evaluation agency with professional appraisal qualifications or 4S shops for inspection, and the inspection report issued by the third-party agency will be used as the final judgment basis. If it is determined that the used vehicles before being purchased have major defects including fire damage, flood damage, odometer tampering, or major vehicle accidents, customers can return the used vehicle for a full refund.

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