33 Customer satisfaction Keeping customers front and center is at the heart of Wells Fargo’s continued evolution . We’re focused on embedding customer perspectives directly into our decision-making processes, and we recently established new groups to complement our existing dedication to customer experience . Office of Consumer Practices Wells Fargo established the Office of Consumer Practices (OCP) in 2021 as a companywide, consumer-focused advisory group within the Chief Operating Office . The OCP is working to help ensure our products, services, and business practices are fair and transparent, and is reinforcing a customer-centric culture across Wells Fargo . The OCP’s work complements efforts already underway to improve Wells Fargo’s sales practices and its overall customer experience . The group’s activities include: • Assessing and advising on consumer-related products, services, and business practices designed to ensure the consumer’s perspective plays a significant role in decision-making . • Engaging in all elements of the customer- product life cycle, including advising on product development processes like terms, conditions, and pricing . • Reviewing complaint metrics and other data to help identify and advise on potential consumer-related trends and outcomes . • Providing advice on policies, procedures, and training that impact how Wells Fargo interacts with consumers, including older adults and people with disabilities . Consumer Data and Engagement Platforms Established in 2020, Consumer Data and Engagement Platforms (CDEP) is focused on building a shared enterprise strategy around providing better and more seamless experiences for our customers — and ultimately improving their financial health . Central to that work is a deep focus on providing opportunities for sustainable business growth anchored in delivering meaningful experiences at every customer engagement touch point . To achieve these goals, CDEP works across the Consumer and Small Business Banking, Consumer Lending, and Wealth & Investment Management lines of business to help develop coordinated strategies for growth in each of Wells Fargo’s customer segments . In 2021, the group evolved to include Enterprise Marketing channels, platforms, and execution . This addition enhanced our ability to build the next-generation digital, data and analytics, and functional capabilities required to meet the changing demands of the marketplace, and the needs of more sophisticated consumers whose expectations for simple, customizable, and personalized services are constantly evolving . Key areas of focus for CDEP in 2021 include: • Financial health: A new assessment tool deployed across our branches and digital spaces will help us understand customers’ needs so we can create personalized solutions to meet those needs and support their long- term financial health .