CEPSA - Annual and Corporate Responsibility Report 2015 - CEPSA - Annual and Corporate Responsibility Report 2015

2015 2014 2013 Own personnel and contractors personnel 1.75 1.85 2.00

Company s own personnel 2.08 2.40 2.61

Accident Frequency Rate

Accident Frequency Rate (own personnel)

Exploration and production

Refining, distribution and marketing

Petrochemicals

2015

2014

2013

0.35

2.25

0.71

0.96

3.04

1.82

0.59

3.04

1.3

OUR CUSTOMERS Customers choose us because of our dedication to service, technical capacity and global vision, making us their preferred energy company.

At Cepsa, we work to strengthen the link with our customers. This requires an understanding of their priorities and motivations. We place at our custo- mers disposal various permanent and personalised service channels, both traditional (telephone, fax, email or post) and tailored to new technologies, such as the Whatsapp instant messen- ger channel or permanent customer

care through our social network pro- files.

Our regular customers are constantly informed about our products and ser- vices, offers and promotions, which are designed according to their consump- tion profile, needs, tastes and interests to achieve an individualised mix of offers.

CONTINUOUS COMMUNICATION AND INDIVIDUAL TREATMENT

ANNUAL AND CORPORATE RESPONSIBILITY REPORT 2015