Apple’s Education team works to ensure that students, teachers, and parents have the best learning tools for the classroom. For business customers, the dedicated teams in every Apple Store provide the advice, pricing, and support small businesses need in our communities. We work closely with Apple Authorized Resellers, like carriers, and retailers to enhance the customer shopping experience beyond our own retail locations and the Apple website. Listening and improving To help ensure quality, we continually monitor customer feedback, assess key drivers, and leverage analytics to improve the customer experience. Customer feedback is shared with team members as well as leaders, so that everyone understands their impact and is focused on making the customer experience the best it can possibly be. Throughout the pandemic, our retail teams continue to work diligently to be flexible through ever-changing operational challenges, as well as health and government guidelines. All the while they keep the focus on helping our customers, and as a result our Store teams earned our highest-ever customer satisfaction scores. As we continue delivering exceptional products, we remain committed to high-quality standards and transparent communication with customers. We maintain a System Status page to actively report on identified system issues and offer service programs to address hardware issues. We encourage our customers to contact us with questions, provide feedback, or request support. As just one example, learn more about how we responded to customer feedback on AirTag. Safety for children and families Families love iPhone, iPad, Mac, Apple Watch, and Apple TV because they are some of the most powerful tools ever made for learning, exploring, and staying in touch. We’re committed to providing tools that let caregivers know, and feel good about, what kids are doing. A range of features offer flexibility to track app usage, set limits on screen time and community, choose which apps children can use, and manage the content and websites they can access. Features also help protect kids from what they see and send. With the latest versions of iOS, iPadOS, and macOS, families can set up kids’ devices to show warnings when receiving or sending images containing nudity. The image is blurred, and the child gets an alert along with Building durability and repairability into our designs Designing and building durable hardware is core to delivering this customer experience. We assess our designs against our strict durability standards through testing methods that mimic realistic conditions in which our customers use their products. Every aspect of our products is thoroughly assessed by engineers in our Reliability Testing Lab who measure the performance of materials, components, and fully assembled products. We continue to design our products with features that enhance repairability and durability. For instance, we’ve continued to increase the number of repairable modules on iPhone while also adding durability features like water resistance. Making repairs more convenient If a repair is needed, we believe our customers should have convenient access to quality repair services to get their product back up and running as quickly as possible. Over the past three years, we’ve nearly doubled the number of service locations with access to genuine Apple parts, tools, and training, offering more ways for consumers to get repairs. These repair options include Apple Store locations, Apple Authorized Service Providers (AASP), participating Independent Repair Providers, mail-in repair centers, or onsite service and, starting in 2022, Self Service Repair. Our repair network has grown to over 5000 AASP locations and over 3000 Independent Repair Providers around the world — in addition to our 500 Apple retail locations. Visit our Families site and Child Safety site to learn more The App Store: A safe place for kids The Made for Kids section on the App Store is carefully curated to be a great space for children. And we review apps to help make sure they do what they say they do. In Content Restrictions, you can also tap an age range and, just like that, your kids can buy or download only apps appropriate for them. Messages can warn children when receiving or sending photos that contain nudity. helpful resources and the option to message someone they trust for help. End-to-end encryption is maintained, and Apple doesn’t get access to your messages. Apple has also expanded guidance in Siri, Spotlight, and Safari Search by providing additional resources to help children and families stay safe online and get help with unsafe situations. For example, users who ask Siri how they can report child exploitation will be pointed to resources for where and how to file a report. Product longevity We believe long-lasting products are best for the environment. We also believe products that minimize the need for repair or replacement encourage our customers to come back to Apple. We design our products with this goal in mind. Appendix Governance Communities Suppliers Customers Our People Environment Introduction Apple’s 2022 ESG Report 56