ISS (ISS) investor relations material

Strategic direction and market

• Since 2022, four hotspots—U.K., Deutsche Telekom, France and Danish Defence—have been resolved; executive group management was reduced from 13 to five and strategy simplified.

• Priorities are customer-centric growth, frontline employment and efficiency, supported by technology and data; the self-delivery model aims to deliver consistent service, cost leadership and measurable social impact.

• Positioned as the only global IFS and Cleaning self-delivery provider, with more than 325,000 employees; current market share is below 1% and the outsourced facilities market is expected to grow.

• Focus sectors include financial, professional and technology services and life sciences, plus selective local segments; footprint remains 57 markets with no planned entries or exits.

• Customer discussions have shifted from price toward workplace experience and value; segment focus and proactive engagement are supporting higher win rates and larger contract wins.

Customer-centric growth

• A global win, keep and grow model covers the customer lifecycle; 900 strategic accounts represent 71% of revenue.

• New-sales hit rates rose almost 50% from 2023 to 2025, while hit rates for major scope increases rose more than 130%.

• H1 2026 retention was 95%, with an ambition to maintain that rate; customer net promoter score improved 10 points since 2022.

• Key accounts offer an estimated DKK 80bn share-of-wallet opportunity; dedicated resources pursue expansion, cross-border growth and above-base work.

• Growth mix is expected to shift toward like-for-like growth of at least 2% in 2027-2028 and projects and above-base work, with lower price contribution than in 2026.

North America

• North America represents 29% of the global facilities management market, which remains fragmented; regional share is below 1%, with a focused segment strategy targeting growth.

• Food and IFS operations were brought together into regions to improve customer proximity, cross-selling, retention and growth; seven of 10 regional leadership team members are new.

• Investments include sales capability, workforce systems, digital recruitment, procure-to-pay and hospitality expertise; the platform is intended to support faster-than-average regional growth.

• Qualified pipeline is up 300%; existing business grew 30% in 2025 and trailing-12-month retention improved 9%.

• Services cover more than 20 data centers, mainly for technology customers, with demand expected to grow alongside hyperscalers and AI.