OUR ACTIONS IN FAVOUR OF STAKEHOLDERS

The needs of stakeholders are multiple, complex, and constantly evolving. Through its new Medium-Term Plan, Crédit Agricole S.A. provides and adapts its short-, medium- and long-term responses to build lasting relationships with each of the players.

CUSTOMERS

ISSUES & EXPECTATIONS IDENTIFIED

• Offers accessible to all
• Innovation and efficiency
• Excellence in financial advice and services
• Ease of use, personalisation and availability
• Value-added pricing
• Secure payment instruments
• Data security and confidentiality

OUR ANSWERS

• Offers adapted to all, from entry-level products to wealth management 
• Partner of choice for large corporates and institutions
• Monitoring satisfaction with the Net Promoter Score
•  100% human 100% digital accessibility
•  Support toward sustainable economic and social models
•  Steering of actions to improve excellence in customer relations (Customer Champions, Academy for Excellence in customer relations, customer survey process)
• Development of e-marketing and analytical models
• Steering innovation

MAIN SDGS^* CONCERNED

* Sustainable Development Goals

EMPLOYEES

ISSUES & EXPECTATIONS IDENTIFIED

• Empowering work organisation
• Strengthened training and support
• Amplified diversity policy
• Quality social dialogue
• Compensation and benefits

OUR ANSWERS

• Agreement/Charter of telecommuting within the entities
• 2,313,929 hours of training completed 
• 18 gender diversity networks within Crédit Agricole S.A. and its subsidiaries, of which 8 are in France and 10 abroad, accounting for more than 2,600 members, of which almost 20% are men
• Signing of an International Framework Agreement, providing a common social foundation for all employees 
• Capital increases reserved for employees

MAIN SDGS^* CONCERNED

SHAREHOLDERS & INVESTORS

ISSUES & EXPECTATIONS IDENTIFIED

• Transparency, reliability and clarity of information
• Profitability
• Responsible governance
• Risk management

OUR ANSWERS

•  Investor roadshows and conferences 
• Governance and ESG roadshows
• Publication of results, Universal Registration Document, Integrated Report, Shareholder’s Guide 
• Toll-free number for individual shareholders
• Balanced distribution policy

MAIN SDGS^* CONCERNED

PARTNERS

ISSUES & EXPECTATIONS IDENTIFIED

• Sustainable and balanced relationships 
• Respect for the interests of suppliers 
• Financial equity (payment terms)
• Steering of supplier relations and development of mediation
• Developing inclusive purchases

OUR ANSWERS

• Establishment of commercial or capital partnerships 
•  Charter of responsible purchasing integrated in calls for tenders
• Supplier Relationship and Responsible Purchasing Labe
• “Responsible purchasing” e-learning training
• Integration of CSR performance of suppliers
• Action on payment terms
• Annual Supplier Survey
•  Third edition of CSR dedicated Supplier Meetings

MAIN SDGS^* CONCERNED

PUBLIC AUTHORITIES & REGULATOR

ISSUES & EXPECTATIONS IDENTIFIEDS

• Respecting regulations
• Compliance 
•  Transparency

OUR ANSWERS

• Publication of results and press releases
• Publication of a Universal Registration Document
• Publication of the fourth Integrated Report

MAIN SDGS^* CONCERNED

CIVIL SOCIETY & THE GENERAL PUBLIC

ISSUES & EXPECTATIONS IDENTIFIED

• Financing the economy
• Transparency and ongoing dialogue
•  Local coverage in the regions 
• Positive impact on the environment and society
• Supporting inclusion

OUR ANSWERS

• Climate strategy and gradual exit from coal 
• Steering toward a more sustainable economy (ESG approach)
• Adherence to the Principles for Responsible Banking
• Support for culture, sport and solidarity with sports sponsorship, and the “Sport as a school of life program”
• Program for 300 students (14 to 15 years of age) from priority education areas for their workplace internship 
• Fondation Grameen Crédit Agricole for the economic development of rural areas in emerging countries
• A renewed partnership with Plastic Odyssey to combat plastic pollution in the oceans

MAIN SDGS^* CONCERNED