Non-Financial Corporate Report 2020

CTS EVENTIM AG & Co. KGaA Contents

1. FOREWORD BY THE CHAIRMAN OF THE SUPERVISORY BOARD 3

2. EDITORIAL NOTE 4

3. CUSTOMER ORIENTATION 5 3.1 Customer Satisfaction 6 3.2 Customer Service 7

4. DATA PROTECTION 9

5. SAFETY PLANS FOR EVENTS 11

6. COMPLIANCE MANAGEMENT 13

7. ATTRACTIVENESS AS AN EMPLOYER AND HR DEVELOPMENT 16 7.1 Human resources and capabilities development 18

8. VALIDATION STATEMENT 19

9. IMPRINT 22

CTS EVENTIM – Non-Financial Corporate Report 2020 2 1. Foreword by the Chairman of the Supervisory Board 1

Dear Reader, by principles like performance and inno- Although our corporate social responsi- vation. To enhance customer orientation, bility activities were necessarily scaled CTS EVENTIM rolled out the fanSALE back in 2020 compared to previous platform, a transparent and secure alter- years, CTS EVENTIM still views its I am pleased to present to you our native for the secondary ticketing mar- “social license to operate” as essential. fourth Non-Financial Report (NFR). CTS ket, further in 2020. The platform is now Goals such as continuing to reduce the EVENTIM is an up-to-date, forward- available in nine countries. In compli- company’s environmental impact are still looking company. As such, it has obliga- ance management, a regular “Compli- important, of course. As soon as eco- tions not only toward its shareholders, ance Community of Interest” call now nomic circumstances permit, the highly customers, and business partners but fosters dialogue among the companies. motivated team at CTS EVENTIM will also its employees, the environment, And especially in times of crisis, CTS spring back into action at all levels, pick- and society as a whole – even though EVENTIM feels a special obligation to ing up where we left off in our successful many things were different in 2020 and support its employees. Short-time work- initiatives and taking them further. In this the coronavirus pandemic triggered the ing was implemented, saving jobs. In way, the company expects to make prog- most difficult phase in the company’s his- addition, CTS EVENTIM paid a supple- ress, together with its business partners tory. Still, CTS EVENTIM lived up to its ment bringing the short-time working and all employees, in taking on an even responsibilities in the year under review allowances first to 95 percent and, since bigger role in society than previously. in keeping with the circumstances, in July 2020, to 90 percent. Detailed work- spite of all the difficulties that arose. place hygiene rules have been put in Many of the initiatives that had been place to keep the risk of infection low. launched had to be paused due to the Best wishes, postponement or cancellation of con- The arena, which is oper- certs and other events. Nonetheless, we ated by CTS EVENTIM, was a European would like to present our activities and leader in safety and hygiene plans. Just commitments based on specific focus a few months after the first official ban topics that a detailed analysis identified on large events, it was the first indoor as being especially important. arena to reopen, offering a series of 30 shows in all. Dr. Bernd Kundrun Even – or perhaps especially – during Chairman of the Supervisory Board times of crisis, CTS EVENTIM is guided CTS EVENTIM AG & Co. KGaA

1 The Foreword by the Chairman of the Supervisory Board is not part of the audited NFR and was therefore not audited.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 1. Foreword by the Chairman of the Supervisory Board 3 2. Editorial Note

This NFR fulfils CTS EVENTIM’s obliga- reviewed for this report with particular previous focus topics of diversity and Wirtschaftsprüfungsgesellschaft to con- tion to disclose non-financial information attention to the unusual situation affect- equal opportunity as well as environ- duct an audit with limited assurance for the 2020 financial year pursuant to ing the event sector as a result of the mental and climate protection at events based on ISAE 3000. Sections 315b and 315c in conjunction coronavirus pandemic. were sidelined in 2020 in light of the pan- with Sections 289c through 289e of the demic, but are expected to regain their This NFR does not identify any non- German Commercial Code (HGB). It The six topic areas relevant to CTS previous importance once the situation financial risks that pursuant to Section covers CTS EVENTIM AG & Co. KGaA EVENTIM served as the starting point for returns to normalcy. 289c (3) HGB are “very likely” to have (hereinafter: CTS EVENTIM) as the assessing the material topics pursuant to “serious adverse impacts on the identi- parent company and the main major- the HGB: customer orientation, product For these topics, the NFR reports the fied material topics.” ity shareholdings listed in the consoli- quality and safety, compliance manage- material information that is necessary dated financial statements. Information ment, human rights and employee mat- to understand the company’s business on the business model appears in the ters, corporate citizenship, and climate performance, operating results, and situ- current annual report. Voluntary report- and the environment. The infection situ- ation as well as the impact of its activities ing of non-financial performance indica- ation brought events in and on the aforementioned topics. tors includes Group companies that are beyond to an almost complete standstill material in terms of the number of their in the year under review, causing signifi- The reporting on the concepts the com- employees and the proportion of total cant strain on the company. As a result, pany uses to work on the selected top- revenues they generate. the individual topics were reassessed. ics is based on the GRI Standards pub- Three focus topics were newly identi- lished by the Global Reporting Initiative In order for this NFR 2020 to comply fied as being doubly important: customer (Core option). with the requirements of the HGB, we satisfaction/customer service, safety assessed whether and to what extent plans for events, and – unrelated to the The Supervisory Board of CTS changes are necessary to the mate- pandemic – data protection. Compli- EVENTIM AG & Co. KGaA audited rial disclosures identified for the NFB ance and responsibility as an employer the NFR’s contents. For this pur- 2020. The existing material topics were are also part of this group of topics. The pose, it commissioned KPMG AG

CTS EVENTIM – Non-Financial Corporate Report 2020 | 2. Editorial Note 4 3. Customer Orientation and Customer Service One of the entire Group’s top priorities is prior year, average system availability in 3.1 CUSTOMER SATISFACTION to state their satisfaction and prefer- to satisfy its retail and business custom- 2020 was over 99.9%. ences. However, these activities were ers as well as its sales, media, and other RETAIL CUSTOMER SATISFACTION suspended in 2020 as a result of the business partners. It is a decisive fac- The satisfaction of retail and business coronavirus pandemic. tor for CTS EVENTIM’s lasting success. customers is an important issue for CTS Rating portals and social media plat- Consequently, the company closely EVENTIM and is systematically evalu- forms give consumers more and more Ticketing and Live Entertainment imple- monitors the usability, performance, and ated in order to provide management opportunities to read their peers’ feed- mented a variety of projects in the year availability of its systems and platforms with reliable information for decision- back. This is another reason why cus- under review: as well as many other contributing fac- making. tomer satisfaction is pivotal for business tors. The Management Board is informed success in e-commerce. CTS EVENTIM • •The fanSALE platform, which is oper- about these matters on a regular basis, uses surveys to measure the satisfac- ated by CTS EVENTIM, is an alterna- in part through internal risk reporting. tion of online retail ticket customers and tive for the secondary ticketing mar- works continually to further improve its ket. As of 2020, it is now available in In addition to optimising its own struc- online platforms and processes. Custom- nine countries (Germany, the United tures and processes, the company also ers’ feedback provides valuable input. Kingdom, Italy, the Netherlands, Swit- relies on cooperative with zerland, Denmark, Norway, Brazil, outside partners. The data centres in In Germany, CTS EVENTIM works with and Sweden). Germany, for example, are operated by eKomi, an independent service that a provider that ensures the confidential- aggregates Internet evaluations of ser- • The improvements to the online shop ity, availability, and integrity of data and vice providers and products, to collect included improved screen optics on processes. Pursuant to the requirements and systematically analyse its custom- mobile devices and faster loading formulated by CTS EVENTIM, this pro- ers’ evaluations. The average customer times. The aim of these and other vider’s data centres have comprehen- rating in 2020 was 4.4 out of 5 stars. measures is to increase conversion sive certification. They are certified to rates and enhance customer loyalty. EN ISO standards 27001 for IT security CTS EVENTIM solicits customer feed- and 9001 for quality management, the back for its Live Entertainment segment CTS EVENTIM Group companies PCI standard for cash-free payment sys- as well. After the big festivals organised engage in extensive dialogue with their tems, and the ISAE standards for docu- by Group subsidiaries, it is typical for customers and respond to their posi- menting financial processes. As in the CTS EVENTIM to regularly ask visitors tive and negative feedback. Customer

CTS EVENTIM – Non-Financial Corporate Report 2020 | 3. Customer Orientation and Customer Service 6 feedback in social networks and by email B2B CUSTOMER SATISFACTION • The EVENTIM business portal (https:// 3.2 CUSTOMER SERVICE is answered by a third-party service www.eventim-business.de/) gives provider with industry experience or by CTS EVENTIM places a high priority on business customers a way to learn CTS EVENTIM views complaints as the organisers’ own staff. The organis- maintaining long-term, positive business about products and view sales anal- helpful suggestions for ways to improve ers’ Production, Marketing, and Booking relationships. In the year under review, ysis tools 24 hours a day. Periodic its services and systems. Feedback from departments evaluate the feedback with it took selected steps to improve the e-mails keep sales partners up to date individual customers on review platforms an eye to improvement. Group’s products with the aim of increas- about the latest developments at CTS and social media may be widely read. ing B2B customer satisfaction. CTS EVENTIM, such as system updates There are approximately 680,000 follow- EVENTIM evaluated the effectiveness of and training programmes. In addition, ers on Facebook, for example. these steps in part by having sales staff annual regional events provide an survey existing and potential customers. opportunity for sales partners and their The customer service team faced a very EVENTIM contact person to share large volume of customer queries as a • EVENTIM.Inhouse offers event organ- information in person. result of the many events that were post- isers (such as theatres, museums, poned or cancelled due to the corona- operas, and so forth) a comprehensive virus pandemic. As of February 2021, ticketing solution. Sales staff record approximately 92 percent of those with information in the product’s central tickets to postponed events were still customer relationship management holding those tickets. Around eight per- system, which is available to all sales cent of those who had bought tickets for units. postponed or cancelled events opted for a voucher, while another seven percent • In Germany, a Country Product Man- received a cash refund. These refunds ager works specifically on the EVEN- and arrangements and notifying custom- TIM NET product in order to better ers about all postponed or cancelled integrate the German market into events entailed significant organisational product development. The aim is to work. There were also far-reaching shifts tailor the product more closely to the in processes and a very high volume of marketplace. customer communications.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 3. Customer Orientation and Customer Service 7 Ticketcorner in Switzerland conducts customer service via a communica- tions platform that maintains a history of each customer’s queries. Customer dialogue takes place exclusively on the web-based platform regardless of which channel the customer used to contact the company.

The Complaints Management team at the LANXESS arena’s operating company is part of the Media and Public Relations department. Complaints about individual events organised by Group subsidiar- ies in the Live Entertainment segment are handled by their staff, whose duties include supporting their festival’s social media channels before, during, and after the events.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 3. Customer Orientation and Customer Service 8 4. Data protection Personal data are of great importance The data protection management sys- made to the relevant web portals, includ- In addition to his general advising activi- for CTS EVENTIM’s operation and tem introduced in 2019 allows CTS ing in areas such as the cookie banner ties involving matters such as issues of development. The company stores and EVENTIM to ensure GDPR compliance and privacy information. data protection law in implementing an processes personal data to improve its with regard to accountability, organisa- IT solution for COVID-19 contact tracing, existing offerings and to develop new tional structures, and processes. Another judgment by the CJEU (Case the data protection officer provided train- ones. CTS EVENTIM is responsible for C-311/18, “Schrems II”) held that trans- ing on relevant topics of focus (such as the proper and secure handling of these One area of focus in our data protection fers of data to the United States based on legitimate interests) and prepared mate- data. CTS EVENTIM is therefore com- activities in 2020 involved implementing the EU-U.S. Privacy Shield are no longer rials to help employees with their work. mitted to protecting personal data from the judgments rendered by the Court of permitted. As a result, CTS EVENTIM unauthorised access and to ensuring Justice of the European Union (Case conducted a systematic review across all that the use of these data complies with C-673/17, “Planet49”) and the German companies to determine the legal basis data protection laws. Federal Court of Justice (Reference for data transfers to the United States. No. I ZR 7/16) on the subject of cook- Data transfers that remain necessary CTS EVENTIM has in place various ies. According to these court decisions, due to business considerations must now technical, organisational and process- certain cookies are permissible only with be placed on a basis that provides data related data protection measures, as the user’s express consent. Beyond that, subjects with adequate and appropriate required by the European General Data information on aspects such as the pur- protection against ­unauthorised access Protection Regulation (GDPR). In 2020 pose, the duration of storage, and any to personal data by U.S. authorities. To it expanded these measures. For exam- third parties that use the cookie infor- the extent possible on the business side, ple, it continually updated the data pro- mation must be provided. To this end, we strive to minimise or entirely elimi- tection information disclosed on its ticket various adjustments and additions were nate these transfers. portals to make this information more transparent to users.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 4. Data protection 10 5. Safety plans for events CTS EVENTIM accords top priority to consecutive ATP tennis tournaments and The security planning of the Group com- necessary steps. The composition of the the safety of guests and visitors at its the start of the ice hockey season. This panies that organise large festivals – crisis committee is defined prior to the events. The company therefore designs meant that 44 events in all were held, such as FKP Skorpio and Argo Konzerte festival in the festival’s security plan. individually tailored security plans for its with and without spectators. GmbH – includes forming a steering events. Each security plan is specific committee that brings together all the to local event conditions, taking into A specially tailored hygiene concept was organisers involved in the relevant festi- account such matters as infrastructure, also designed and implemented through val and outside festival-security experts. buildings, available human resources, cooperation between the event organ- When events are held, the committee visitor profile, and other external and iser, operator, and security service for meets several times per year in order to internal factors. While the need for such a series at Berlin’s Waldbühne coordinate cross-festival security mat- plans was very low in 2020, owing to the venue, an open-air amphitheatre oper- ters and formulate joint recommenda- coronavirus pandemic, stringent hygiene ated by the CTS Group, in early Septem- tions. The committee’s objective is to measures as part of an overall safety ber 2020. ensure that processes and procedures plan have taken on new and very high are standardised across all festivals importance due to the massive impact of Section 43 of the German Ordinance and therefore easier for festival-goers to the infection situation on the events sec- on the Construction and Operation of remember and comply with. tor, since inadequate planning can carry Places of Public Assembly fundamen- considerable risks to the health of event tally requires organisers, operators, and A festival-specific coordinating group is attendees and to business activity alike. emergency-services agencies to agree convened for the duration of each festi- on a safety plan. In Germany this agree- val. Each such coordinating group con- Just three months after the first official ment is a prerequisite for the issuance of sists of the managers in charge of the ban on large events was put in place, a special-event permit. organiser’s festival staff and representa- the LANXESS arena, which is operated tives of emergency services. The coor- by CTS EVENTIM, was the first indoor To reduce safety risks at events, CTS dinating group meets several times per arena to offer an event series, ARENA EVENTIM also participates in industry- day and continually monitors and dis- NOW, which encompassed 30 shows wide partnerships. One example is the cusses developments at the festival. In put on using safety and hygiene plans. Festival Work Conference organised by the event of an incident at the festival, the The arena also supported external event one of the police departments participat- festival’s crisis committee is convened organisers in developing safety and ing in Germany’s nationwide partnership and assumes responsibility for making hygiene plans for events such as two network of emergency services. all subsequent decisions and initiating all

CTS EVENTIM – Non-Financial Corporate Report 2020 | 5. Safety plans for events 12 6. Compliance Management CTS EVENTIM acts in accordance with To ensure observance of the aspects PURPOSE AND CULTURE companies, and legal systems. The recognised principles of good corporate of compliance that are material to the Code of Conduct provides guidance for governance, as confirmed in its corpo- Group, the Group operates a compli- The purpose of the CMS is to prevent the entire Group. Its contents include rate-governance declaration of com- ance-management system (CMS). It violations of legal requirements and ethi- instructions on appropriate conduct for pliance pursuant to Section 161 of the established the CMS based on the ‘Prin- cal principles in business transactions by interactions with fellow employees and German Stock Corporation Act (AktG). ciples of Proper Auditing of Compliance- CTS EVENTIM and its employees. More business partners, guidance on the The company respects the expectations Management Systems’ issued by the specifically, the CMS aims to: avoidance of corruption and conflicts of of its customers, employees, and busi- IDW Institute of Public Auditors in Ger- interest, and information about environ- ness partners, strives for fair competi- many, IDW PS 980. The goal here is to • •maintain trust and protect the Group’s mental and climate protection. All Group tion, and expects all employees to obey continually refine and update the CMS reputation, employees are expected to abide by the the law. This includes respect for human organisation and processes. principles regarding proper conduct, and rights in relation to employee matters • provide employees with guidance and they are also encouraged to raise aware- and social matters (also see “Employee support, ness of these topics among business Matters and Safety Plans”). Integrity is partners and suppliers. The version of an important prerequisite for being per- • protect corporate value, and the Code of Conduct as revised in 2019 ceived as a trustworthy business partner continues in force. and employer. • fulfil legal obligations.

CTS EVENTIM regards compliance as CTS EVENTIM has articulated its under- a responsibility of management and as standing of integrity in a binding Group- integral to effective, ethical corporate wide Code of Conduct. It serves as a governance. In addition, CTS EVENTIM fundamental source of guidance for all has established relevant targets for the employees’ business activities and rela- CMS that align with the corporate cul- tionships. It sets minimum standards ture. for ethical conduct across countries,

CTS EVENTIM – Non-Financial Corporate Report 2020 | 6. Compliance Management 14 COMPLIANCE ORGANISATION AND process. This meant that in 2020, in addi- whistle-blower system makes it easier to MONITORING AND IMPROVEMENT PROCESSES tion to the joint venture with U.S.-based report and investigate possible compli- Michael Cohl, awareness was ance violations, deliberate actions that The principles of CTS EVENTIM include The Management Board has overall raised among the companies of the Gad- are prejudicial to the company, and ille- continuous improvement and further responsibility for compliance, including get ABC Entertainment Group, Triple A, gal practices that could harm the com- development of the CMS. The relevant the introduction, periodic control, and and the Barracuda Group in the same pany’s reputation and lead to financial guidelines and compliance measures continuous improvement of the CMS. way. The sign-off process introduced loss. Protecting whistle-blowers is a are reviewed annually. Adjustments to It monitors the implementation of com- in 2019 for companies over which CTS fundamental principle of whistle-blower the key Group guidelines have begun pliance measures and has appointed a EVENTIM has management control was management. No reports were made and are to be completed in early 2021. Compliance Officer for CTS EVENTIM also performed for these companies. via the whistle-blower system during the Necessary adjustments may also arise AG & Co. KGaA who coordinates the This process requires their manage- year under review. from the results of checks performed by CMS’s operation and ongoing develop- ment teams to officially confirm that they the Internal Audit department. In 2020, ment in the Group. This person reports are aware of and adhere to the compli- No explicit compliance training activi- the Internal Audit department concen- directly to the Management Board. In ance requirements. Its purpose is to ties were conducted in 2020 due to the trated on implementing measures aris- addition, Compliance Coordinators have help ensure that these subsidiaries duly corona­virus pandemic. However, the ing from prior checks at affiliates in other been appointed in the Group companies observe the Code of Conduct’s compli- Ticketing segment established a new countries and reviewed the status of over which CTS EVENTIM has manage- ance principles as well as applicable format. Every two months, a “Compli- implementation of improvements that ment control. policies. Once per quarter, Group com- ance Community of Interest” call is held had been adopted the year before, a panies over which CTS EVENTIM has between the Compliance Officer and the process known as monitoring. This mon- Beyond that, using a risk assessment as management control are instructed by local Compliance Coordinators. The aim itoring takes place every three months. a basis, CTS EVENTIM wrote company means of a Group-wide risk and opportu- of this call is to foster dialogue among In this way, the CMS is updated on an policy statements for anti-corruption/ nity management system to report their the companies and to act as a platform ongoing basis as well. conflicts of interest, competition and anti- operational compliance risks. for discussion of local solutions to fulfil trust law, and capital market compliance corporate requirements while also dis- and disseminated the statements to In line with the German Corporate Gov- seminating information on new compli- the Group companies over which it has ernance Code’s recommendations, ance-related topics. management control. Companies newly the company has in place an internal included in CTS EVENTIM’s scope of whistle-blower system including a whis- consolidation are to receive these policy tle-blower committee to receive and statements as part of the onboarding evaluate reports from employees. The

CTS EVENTIM – Non-Financial Corporate Report 2020 | 6. Compliance Management 15 7. Attractiveness as an employer and HR development Qualified, motivated employees and HR management of subsidiaries outside Especially amid the worldwide corona- including for IT and other highly sought- next-generation managers are the foun- Germany is based on a uniform frame- virus pandemic, CTS EVENTIM feels after job categories. The company there- dation of CTS EVENTIM’s success. In work which they use to design their own an obligation to protect its employees. fore conducts internal and industry-wide the course of its business activities, CTS HR management processes. The sub- Short-time working arrangements were benchmarking on a regular basis. It man- Eventim aims to fulfil its responsibility to sidiaries are responsible for initiating and put in place with the goal of preserving ages its compensation structure inter- respect human rights. CTS EVENTIM implementing HR programmes because jobs. As an employer, CTS EVENTIM is nationally by approving its companies’ stipulates in its Code of Conduct, which their particular business model enables also making use of the possibility of sup- compensation budgets on a country- applies across the Group, that it respects them to better address their employees’ plementing employees’ short-time work- by-country basis. The HR department internationally recognised human rights needs. Consequently, there are no pro- ing allowances, raising the level to 95% at Corporate Headquarters is respon- and rejects all forms of forced and child grammes dictated centrally by the parent first and, since July 2020, to 90%. The sible for monitoring and coordinating labour. company. goal here is to cushion employees’ finan- this process. The normal compensation cial losses and retain talented people. adjustments were suspended in 2020 in The Vice President for Human Resources Amid the coronavirus pandemic, the response to the slowing economy. Management reports directly to the CEO. HR organisation is tasked with protect- Detailed workplace hygiene rules were Human resources strategy is developed ing and supporting the Group’s 2,409 put in place to keep the risk of infection Leadership@EVENTIM, which for- and refined in consultation with the Man- employees (figure as of 31 December low for our employees. CTS EVENTIM mulates the company’s management agement Board. Employee matters are 2020) and earning the loyalty of talented introduced options for flexible work approach, affirms its commitment to therefore directly integrated into corpo- people. HR is also tasked with develop- schedules and remote work in 2018. focus on the professional and personal rate decision-making processes. The ing innovative concepts and providing These arrangements form the basis for development of managers and employ- Human Resources Department (HR) digital solutions that simplify employees’ the extensive work-from-home options ees. It was expanded in 2019 to encour- is an in-house service provider for all daily work. The aim of such measures that have been in place since mid-March age managers to give their employ- subsidiaries in the Ticketing segment in is to foster a work culture whose core 2020. ees the freedom to take on ambitious Germany. It likewise plays a coordinating values include performance, customer and varied tasks. Managers are also role for the Live Entertainment segment orientation, personal initiative, creativity, CTS EVENTIM wants to ensure that its encouraged to show their appreciation and the organisation outside Germany. and entrepreneurship. compensation is in line with the market, for employees, actively seek feedback

CTS EVENTIM – Non-Financial Corporate Report 2020 | 7. Attractiveness as an employer and HR development 17 from them, and be role models for a cul- respond individually to criticism posted 7.1 HUMAN RESOURCES AND In light of the overall conditions, various ture of learning and improvement. This by employees, former employees, and CAPABILITIES DEVELOPMENT options were provided so people could management approach is the basis for applicants. If necessary, they invite the learn flexibly from home. developing feedback formats that sup- person who provided the feedback to Ever-shorter innovation cycles are alter- port employees’ development. These engage in direct dialogue. ing work processes in many organisa- Even amid the crisis, we are continuing include 360° feedback, particularly for tions, including the Ticketing and Live to live up to our obligations to provide employees of the Ticketing segment in While short-time working arrangements Entertainment segments. To seize growth vocational training. CTS EVENTIM uses Germany. One focus of HR develop- are in place amid the coronavirus pan- opportunities through advanced HR vocational education as a supplemen- ment is to give employees the oppor- demic, the HR managers maintain par- management concepts, CTS EVENTIM tary mechanism to meet its current and tunity to participate in cross-functional ticularly close contact with employees. aims to continually renew and expand future needs for qualified specialist staff. and cross-hierarchical teams and thus Very regular, brief surveys to take the its knowledge base through recruitment, to be actively involved in their com- pulse on various personal and profes- training, trainee programmes, and the pany’s ongoing development and that sional issues promote ongoing dialogue grooming of high-potential employees. of their own work environment. CTS in this challenging time. EVENTIM also addresses leadership The objectives of CTS EVENTIM’s issues through joint workshops, training The survey results are incorporated into HR management include systemati- courses, and knowledge sharing. employee communications. The HR unit cally identifying and realising all human organises a wide array of formats for potential across the Group, overcoming To further increase employees’ job sat- dialogue and information, ensuring that knowledge monopolies (knowledge that isfaction, it is important to know their communications flow in two directions. is restricted to individual employees), expectations. The HR department regu- and filling vacancies internally. larly surveys new hires, current employ- ees, and employees leaving the company As part of 360° feedback, managers regarding their expectations. Kununu, an and peers provide assessments of an employer-rating portal, is an additional employee’s performance and potential. source of information in Germany for This is followed by a discussion to reflect assessing and improving the compa- on personal development opportunities. ny’s performance as an employer. CTS EVENTIM’s HR managers comment on In 2020, continuing education activities the postings on Kununu’s website and were mainly geared toward e-learning.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 7. Attractiveness as an employer and HR development 18 8. Validation Statement

LIMITED ASSURANCE REPORT MANAGEMENT’S RESPONSIBILITY PRACTITIONER’S RESPONSIBILITY a limited assurance engagement, the OF THE INDEPENDENT AUDITOR evidence gathering procedures are more REGARDING THE SEPARATE NON- The legal representatives of the com- Our responsibility is to express a conclu- limited than in a reasonable assurance FINANCIAL CORPORATE REPORT pany are responsible for the preparation sion on the Report based on our work engagement and therefore significantly of the Report in accordance with Sec- performed within our limited assurance less assurance is obtained than in a rea- To the Supervisory Board of CTS tions 315b and 315c in conjunction with engagement. sonable assurance engagement. The ­EVENTIM AG & Co. KGaA, Sections 289c through 289e HGB. choice of audit procedures is subject to We conducted our work as a limited the auditor’s own judgement. We have performed an independent This responsibility of the legal represen- assurance engagement in accordance limited assurance engagement on the tatives includes the selection and appli- with the International Standard on Within the scope of our engagement, we separate non-financial corporate report cation of appropriate methods to prepare Assurance Engagements (ISAE) 3000 performed amongst others the following (further: “Report”) by CTS EVENTIM the Report and the use of assumptions (Revised): “Assurance Engagements procedures: AG & Co. KGaA, Munich (further: “CTS and estimates for individual disclosures Other than Audits or Reviews of Histori- EVENTIM”) in accordance with Sections which are reasonable under the given cal Financial Information” published by • inquiries of personnel on the corpo- 315b and 315c in conjunction with Sec- circumstances. Furthermore, the respon- IAASB. This standard requires that we rate level who are responsible for the tions 289c through 289e of the German sibility includes the internal checks des- plan and perform the assurance engage- materiality analysis in order to gain an Commercial Code (HGB) for the period ignated as necessary and relevant for ment to obtain limited assurance that no understanding of the process for iden- from 1 January through 31 December the preparation of the Report in a way matters have come to our attention that tifying material topics and the respec- 2020. that is free of – intended or unintended – cause us to believe that the Report of the tive reporting boundaries for CTS material misstatements. entity for the reporting period from 1 Jan- EVENTIM AG & Co. KGaA; uary through 31 December 2020 has not been prepared, in all material respects, • a risk analysis, including a media in accordance with Sections 315b and search, to identify relevant information 315c in conjunction with Sections 289c on the sustainability performance of through 289e HGB. CTS EVENTIM AG & Co. KGaA in the reporting period; We do not, however, provide a sepa- rate conclusion for each disclosure. In

CTS EVENTIM – Non-Financial Corporate Report 2020 | 8. Validation Statement 19 • evaluation of the design and imple- • assessment of the overall presentation ASSURANCE OF THE AUDITOR’S CONCLUSION mentation of the systems and pro- of the disclosures. INDEPENDENCE AND THE QUALITY cesses for determining, processing OF THE AUDITOR’S SERVICES Based on the procedures performed and and monitoring disclosures relating We believe the evidence we obtained is the evidence obtained, nothing has come to employee and consumer matters adequate and appropriate to serve as a When performing the engagement, we to our attention that causes us to believe and combating corruption and bribery, basis for our conclusion. observed the requirements with regard that the Report of CTS EVENTIM­ for the including the consolidation of the data; to independence and quality assurance period from 1 January to 31 December arising from the national statutory provi- 2020 was not prepared, in all material • inquiries of personnel on the corporate sions and professional pronouncements, respects, in accordance with Sections level who are responsible for deter- in particular the professional code for 315b and 315c in conjunction with Sec- mining disclosures on concepts, due German Public Auditors and Chartered tions 289c through 289e HGB. diligence processes, results and risks, Accountants (in Germany) and the IDW for internal controls and quality assurance standard regarding consolidation of the disclosures; quality assurance requirements in audit practice (IDW QS 1). • inspection of selected internal and external documentation;

• analytical evaluation of data and trends in quantitative information which are reported by all sites for consolidation on the corporate level; and

CTS EVENTIM – Non-Financial Corporate Report 2020 | 8. Validation Statement 20 RESTRICTION OF USE / CLAUSE ON Hamburg, 15 March 2021 GENERAL ENGAGEMENT TERMS

This Report is issued for the purposes of the Supervisory Board of CTS ­EVENTIM KPMG AG AG & Co. KGaA, Munich, only. We Wirtschaftsprüfungsgesellschaft assume no responsibility with regard to any third parties.

Our assignment for the Supervisory Board of CTS EVENTIM AG & Co. KGaA, Munich, is governed by the General Hell ppa. Mathias Engagement Terms for Wirtschaftsprüfer and Wirtschaftsprüfungsgesellschaften (Allgemeine Auftragsbedingungen für Wirtschaftsprüfer und Wirtschaftsprü- fungsgesellschaften) in the version dated 1 January 2017 (https://www. kpmg.de/bescheinigungen/lib/aab_eng- lish.pdf). By reading and using the infor- mation contained in this Report, each recipient confirms notice of provisions of the General Engagement Terms (includ- ing the provisions on liability pursuant to No. 9 thereof) and accepts the validity of the General Engagement Terms with respect to us.

CTS EVENTIM – Non-Financial Corporate Report 2020 | 8. Validation Statement 21 9. Imprint

PUBLISHED BY: EDITORIAL OFFICE: PHOTO CREDITS:

CTS EVENTIM AG & Co. KGaA CTS EVENTIM, Cover: Marcus Stelljes Contrescarpe 75 A Corporate Communications P.5: CTS EVENTIM 28195 Bremen P.9: CTS EVENTIM E-Mail: [email protected] P.11: Benjamin Gutheil P.13: Malte Schmidt P.16: Mario Schwedler, Airpixone

CTS EVENTIM – Non-Financial Corporate Report 2020 | 9. Imprint 22