Improving the Customer Experience - Pretium’s Capabilities, Approach & Results

1. Improving the Customer Experience Pretium’s Capabilities, Approach & Results

8. In 2011, Philips Consumer Electronics selected Pretium Solutions to roll out the Golden Touchpoint™ Customer Loyalty Program to call center agents, supervisors and managers supporting Philips in over 30 countries. Recent Pretium Initiative

9. Recent Results Net Promoter Score (NPS) increases after implementation of the Golden Touchpoint™ at Philips outsourced call center sites in Europe: Benelux 1 Phone 21.9% increase over 5-month period Email 15.4% increase over 5-month period Chat 58.0% increase over 5-month period Germany Phone 16.7% increase over 2-month period Email 19.9% increase over 2-month period Spain Email 3.7% increase over 4-month period Chat 39.1% increase over 4-month period Italy Chat 19.4% increase over 4-month period France Phone 20.4% increase over 3-month period Email 71.9% increase over 3-month period UK Email 21.9% increase over 2-month period Chat 18.4% increase over 2-month period Nordic 2 Phone 13.4% increase over 2-month period Email 36.6% increase over 2-month period Poland Phone 17.5% increase over 2-month period Email 89.9% increase over 2-month period 1 Benelux Countries = Belgium, Netherlands and Luxembourg 2 Nordic Countries = Denmark, Finland, Norway and Sweden

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