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7 INTERVIEW 05.11.2020 er speeds and reliability. e strength of this network has had an undeniably positive impact on our mobile business with customer numbers and market share growing consistently. Melita, in fact, now has more than 150,000 mo- bile subscribers. Our investments in the fixed network also make Melita the only operator able to deliver gigabit internet nationwide, helping us to maintain our market leading position in this segment. In the end all our services depend on the strength of our infrastructure and Melita is committed to providing its customers with the best possible networks at the best possible value. Malta is a small market, so how do the media offerings available in Malta compare to those available in larger markets abroad? When it comes to sports coverage, Malta has the best offering in Europe. In no other country can you watch Pre- mier League, Serie A, Bundesliga, La Liga, Champions League and Europa League football, Formula One, Six Na- tions Rugby, the world's top golf and ten- nis tournaments – and more - for just €5 per month. Melita is also improving the overall experience for our TV customers through NexTV which provides custom- ers with access to a large range of Mal- tese and international channels that may be enjoyed via TV, App or web browser at the same time. In many surveys, customers often complain about the customer service offered by communications companies in Malta. What is Melita doing to offer its customer a better customer care experience, whether residential or business? Customer service in both the residen- tial and business segments is something that I have personally given a lot of at- tention to, making it my number one priority when I arrived in 2016. Over the last four years we've invested heavily in our systems and our people and made considerable progress. Our business cus- tomers now have a designated contact person with industry expertise. When a business client contacts us for support, one person will deal with the query un- til it is resolved, which results in a much better experience for our clients. We've introduced strict Service Level Agree- ments (SLAs) into our contracts which guarantee response times according to our customers' particular situations. For our residential customers, back in 2016 we introduced Customer Service Promises on the areas which our cus- tomers felt were most important: in- stallations, repairs, internet speed and having problems dealt with quickly and efficiently. ese include guaranteeing the inter- net speed a customer is subscribed to, when connected directly to our modem via a wired connection, a commitment to carry out installations within two working days, and offering customers the ability to choose a 2-hour slot with- in which our technicians will visit their property to carry out repairs. ese are commitments which are hard to find in- ternationally. As part of our efforts we monitor sat- isfaction among residential customers on an ongoing basis using international third-party methodology. e data we have, shows not only that customer satis- faction has been improving consistently over recent years but that Melita is now doing extremely well on international benchmarks. We're particularly proud that we were able to maintain these high levels of cus- tomer satisfaction from March this year, when the vast majority of our employees had to suddenly switch to remote work- ing. What innovations are in the pipeline that customers can expect in the immediate future? Well, apart from the developments in 5G and IoT which are significant inno- vations that should play a vital role in Malta's ongoing economic development, our overall vision remains to give indi- viduals and businesses the best commu- nication products that would match any you could find across Europe in terms of both price and performance. Where do you see Melita in the next five years? And in the next 10 years? I can't predict the future but what I will say is that Melita is on an exciting journey. We have made significant in- vestments in Malta to ensure we are well positioned for a future where technology and connectivity continue to play an ex- ponentially increasing role in our lives. We've also positioned ourselves for growth, particularly internationally, through m.iot in Germany and, also, Melita Italia which provides high speed internet services across Italy. In terms of our shareholders, Meli- ta benefits from being part of the EQT Partners portfolio of investments which is renowned for being purpose-driven and committed to future-proofing the companies in which it invests. For Melita this means that, apart from a positive commercial outlook, we are able to dedicate substantial resources to- wards being an active corporate citizen. e Melita Foundation, launched ear- lier this year with funding of €500,000, has already begun supporting a number of initiatives to promote digital skills and the conservation of Malta's heritage and environment. We are also working hard to achieve our ambition of becoming a carbon neu- tral company by 2023. Finally, I would add that we have a great team who are committed to providing all our customers with the best experience possible. Never has this been clearer to me than during the past few months and I am very thankful for all their efforts. erefore, while there is always room for improvement, I think Melita is in good shape and set to continue going from strength to strength in the years ahead. experience possible

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