Customer Experienc਀漀 A昀昀irm’s Customer Advocacy team is responsible for managing complaints, facilitating social media engagement, overseeing and analyzing servicing sentiment surveys (which assess customer satisfaction, customer e昀昀ort score and other key servicing metrics), as well as coordinating and executing any customer-facing remediation e昀昀orts to ensure the most fair outcomes for customers. The Customer Advocacy team works adjacent to the broader servicing network to support engagement with our customers over phone, email and live chat to ensure a close connection to the trends that are driving customer contacts on the front lines of servicing. Customer feedback is evaluated on a daily basis across the Service Delivery and Customer Advocacy teams. The Customer Satisfaction Survey (“CSAT”) is a best practice tool used primarily to gauge how customers feel about the service they received from the customer support agent. A昀昀irm has designed its CSAT survey to additionally capture Customer E昀昀ort Score (“CES”), which assesses overall di昀昀iculty in issue resolution, and Customer Perceived Resolution (“CPR”), which assesses customer satisfaction with the resolution. This survey is sent to anyone who contacts A昀昀irm and receives service from an agent. Through this comprehensive CSAT survey, A昀昀irm generates daily feedback from customers that informs its business on customer sentiment towards A昀昀irm as a product and service, overall, as well as their experience interacting with the servicing team.਀⨀ A昀昀irm uses the CSAT survey results to inform business decisions that advocate for a better customer experience. Cross-functional teams assess trends highlighted in monthly reports and weekly business reviews to ensure action is being taken to improve the customer experience. Some examples of improvements made as a result of the insights provided in these forums include, but are not limited to, the following: Streamlinin朠⠀ Redesigning the†⠀ Uniting the A昀昀irm and customers’ contact dispute managemen琠⠀ A昀昀irm Card (formerly experience and flow for customer Debit+) apps improving self-service†⠀ disputes to improve capabilities resolution timeframe 2024 ESG REPORT 23