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Delivering for our customers

Innovative and patient-centric products, services and solutions that improve lives

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“Convatec has the most exciting innovation pipeline in our history. Significant investment in R&D and clinical evidence is core to our vision. To ensure we're creating trusted medical solutions, consistent with our forever caring promise, we are committed to the highest standards fo rproduct quality, safety and efficacy. People are counting on us to live their lives, and we take that seriously.”

Dr. Divakar Ramakrishnan, EVP, Chief Technology Officer & Head of Research and Development

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Our approach

Our top priority as a business is delivering for our customers, and as we consider how our products and services help improve lives, we focus on:

Innovation and efficacy
Product safety
Ethical and sustainable production
Responsible marketing
Product access (including availability, adaptability, usability, and affordability)
Ensuring data privacy and ethical use of AI

Please see pages 39-43 of our Annual Report for details on each of these areas.

Our targets & commitments

Focusing on innovation and meeting patient needs, we filed 38 patents in 2024, launched four new products, Convatec's first digital health solution, and reached a vitality index* of 30%.

Convatec has set targets to further increase its patient and customer focus by rolling out customer Net Promoter Score to HCPs in 17 markets, including all of our strategic FISBE markets. We also plan to expand the impact of our digital product sustainability tool in 2025. See more in our latest Responsible business review.

*Vitality index is defined as the percentage of revenues that are generated from new or significantly upgraded products and services launched by Convatec in the preceding 5-year period.

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Engaging with customers

Our interaction with customers is fundamental to our success and goes beyond building trust and enhancing our reputation. By listening to the people who use our products, we can identify ways to improve both the products and services that we offer. We engage with our end-users in a variety of ways:

Use of cNPS as the measure of customer satisfaction and loyalty, and review of feedback and insights through structured review processes to improve the customer experience.
Targeted research programmes specifically designed to gain insights for product and service innovation
Our me+™ support programmes and our Home Services Group
Tracking and responding to complaints about our products or services

We also engage extensively with healthcare professionals through our commercial teams, briefing on product capabilities and new innovations and through professional learning such as the Convatec Academy for Professional Education.

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Sustainable product design

We recognise that customers care about the environment. During our new product development process, we use a digital carbon database of Convatec manufactured raw materials and components and set stage gates to consider a series of principles we call our Green Design Guidelines. These serve to educate and empower product developers to make environmentally sustainable design choices, while allowing us to track whether new products improve upon the environmental sustainability of previous products.

In 2025 and 2026, we intend to establish a product stewardship team to maintain our carbon intensity database and green design tools, and expand the impact of the platform.

We maintain a company policy on our approach to ethical issues relating to the new product development process.

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Product safety

Product safety is a key issue for our customers and pivotal in earning Convatec a reputation as a trusted provider. Regulators consider most of the products and solutions we develop to be of low risk to users. Nevertheless, we have a rigorous and robust supplier audit mechanism and quality management system. Notified bodies (such as BSI) also review our quality processes and procedures.