Our actions in favour of stakeholders

Group profile

Our actions in favour of stakeholders

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.

J. Duparchy
individual shareholder, member of the Liaison Committee


I find that Crédit Agricole S.A.’s communication with its shareholders is accessible and detailed, and that the company strives to educate about its strategy and results.

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

8 - Decent Work and Economic Growth

9 - Industry, Innovation and Infrastructure

12 - Responsible Consumption and Production

* 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

3 - Good Health and Well-being

5 - Gender Equality

10 - Reduced Inequalities


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

8 - Decent Work and Economic Growth

16 - Peace, Justice and Strong Institutions


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

8 - Decent Work and Economic Growth

9 - Industry, innovation and Infrastructure

12 - Responsible Consumption and Production


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

16 - Peace, Justice and Strong Institutions


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

4 - Quality Education

3 - Good Health and Well-being

11- Sustainable Cities and Communities