Governance 2.4.3 Efforts to Improve Customer Satisfaction 1. Education and training programs for our employees and sales distribution network The Fujifilm Group offers training not only to our own customer engineers but also to our external partners in authorized retailers to further improve our customer satisfaction. In order to deliver high and consistent support quality to customers, we offer all partners product and service training sessions that cover the skills and knowledge required for software and hardware installation of various products and services, maintenance, repair, and usage instructions. We also share the results of customer satisfaction surveys in different regions, and hold associated training sessions to ensure better maintenance services and sales activities. Uniting the efforts of our companies and our external partners, we aim to further improve customer satisfaction across the world. 2. Online service Online Service Usage Status Unit: % FY2018 FY2019 FY2020 FY2021 FY2022 Target in FY2022 1 Online customers* (Percentage of customers who use online services or sales 79.3 83.4 85.6 86.9 88.3 88 platforms among all customers) 2 Online sales* (Percentage of online sales 4.5 4.3 4.2 4.2 4.7 4.5 (direct sales and advertising)) *1 Online customers refers to customers of the Business Innovation segment in Japan, with contract of online remote maintenance on our multifunction devices. *2 O nline sales were calculated from the online site sales in the sales of the Business Innovation segment in Japan. 3. Customer satisfaction survey results (1) Customer satisfaction survey Customer satisfaction percentage was calculated to take track of customer satisfaction where after-sales services are critical, i.e., in medical systems, multifunction devices, and photograph-related products such as digital cameras in the Fujifilm Group. ① Results of customer satisfaction survey Unit: % FY2018 FY2019 FY2020 FY2021 FY2022 Target in FY2022 Percentage of satisfied customers among all 85.1 86.3 87.5 88.0 87.3 88 customers (%) Data coverage (within all the sales of our 77.0 77.6 77.9 75.2 75.8 company) ② Customer satisfaction by business fields in the above data Unit: % Segment FY2018 FY2019 FY2020 FY2021 FY2022 Healthcare (medical products) 78 79 79 80 80 Business Innovation (multifunction device 91 92 93 93 92 products) Imaging (photograph-related products such 89 89 93 93 90 as digital cameras) (2) Efforts to improve customer satisfaction In addition to initiatives at various liaison offices for customers, we improve our products and services through the views of a wide range of customers. 53 FUJIFILM Holdings Corporation Sustainability Report 2023