THE CUSTOMER PROJECT
Crédit Agricole is a very human bank, where we can talk to someone about our different needs. I always receive a warm welcome. »
Extract from the 2020 Net Promoter Survey
Excellence in customer relations at the core of our actions
Customers are at the core of the Group’s strategy. To serve them, this strategy is based on the Customer Project: digital supplemented by empowered customer-focused teams
Our ambition
Through our commitment, we will be the preferred bank in France in all customer segments.
How?
Thanks to our relationship model and the alignment of all our business lines to achieve our three-pillar ambition to be a universal, onmi-channel and human bank.
OUR AMBITION
1. COLLECTIVELY MANAGE EXCELLENCE IN CUSTOMER RELATIONS
The human bank: offer our customers access to an account manager to ensure a close relations and empowered teams for customers:
- Mobilise the efforts of the entire bank to achieve customer satisfaction and a flawless customer culture;
- Drive this goal at the highest level, by making the Net Promoter Score (NPS) an evaluation criteria for employees, managers and senior executives;
- Support our customers for all their needs, through all channels.
2. BECOME A BEST-IN-CLASS DIGITAL BANK
The omnichannel bank: enable our customers to access our solutions through the channel of their choice, notably digital, across the entire relationship:
- Raise all our tools and applications to the highest standards in all our markets;
- Be present where our customers are, where they need us: social networks, e-commerce sites, search engines;
- Capitalise on data to better serve our customers.
3. OFFER OUR CUSTOMERS A BROAD RANGE OF BANKING AND NON-BANKING SERVICES
The universal bank: offer solutions to all the current, wealth or entrepreneurial concerns of our customers:
- Adapt our offer to new customer uses and societal concerns;
- Provide services and utility to customers for a range of needs.
OUR ACHIEVEMENTS
CUSTOMER SUPPORT
- A set of measures were rapidly implemented to support our customers in this exceptional period: reimbursement of electronic payment subscriptions become inactive, pause in home and consumer loan payments,special loans to help in moments of need, insurance coverage maintained in the case of late payments, a special arrangement for customers weakened by the crisis, notably at the time of social security payments, etc.
- Green solutions: CAL&F supports small businesses, farmers, corporations and the public sector in their energy transition (energy savings, green mobility, self-consumption).
- An arrangement set up to support insurers with the Ma Santéhealth application of Crédit Agricole Assurances: newsflow relating to Covid, televisits, psychological support.
- LCL launched LCL Visio, an innovation that aims to bring custom-ers closer to their account managers, to adapt to the health context, as well as the new uses and expectations of its customers.
- For SMEs-SMIs: launch of a full offer in property and casualty insurance - Multirisque Entreprise (MRE), vehicle fleets and technology complementary offers (cyber for example).
DIGITAL AND INNOVATIONS
- J’aime mon territoire (“I love my region”) a 100% local sharing community, a free social network open to everyone, a platform favouring social connections, to boost local commerce and support local businesses.
- Thanks to Click & Collect (order online, store pick-up), Crédit Agricole promotes the local economy and maintaining the activity of local businesses by favouring digitisation and helping them to adapt to new modes of consumption.
- Youzful, the platform addressed to young people: a space dedicated to career orientation and employment, where young people can be informed, discover job offers in their region, exchange with professionals and access Crédit Agricole solutions to help them realise their project.
- Blank, the neobank that frees independant workers: a digital bank with a simple offer (a payment account, a card) and management tools at a reasonable price, to be able to manage their activity and finances in an autonomous, instantaneous and simplified manner.
- CA Italia: opening of a second Village by CA, in Parma.
STATE-GUARANTEED LOANS
Faced with the difficulties generated by the Covid crisis, Crédit Agricole is the No. 1 bank in terms of customer support, granting close to €30 billion in State-guaranteed loans.
LISTED IN THE TOP 25 MOST USEFUL BRANDS IN FRANCE
Crédit Agricole was the only bank on the list. How we did it: by delivery on our Raison d’Être, “Working every day in the interest of our customers and society”.
Source: survey published by the communication agency VMLY&R
TRAKING INDICATORS
NET PROMOTER | DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS | VILLAGES BY CA FRANCE AND ITALY | NET INDIVIDUAL CUSTOMER ACQUISITION | MARKET SHARE IN HOME LOANS IN FRANCE | PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE | |||
|---|---|---|---|---|---|---|---|---|
SCOPE | REGIONAL BANKS | LCL | CRÉDIT AGRICOLE | LCL | REGIONAL BANKS | REGIONAL BANKS, LCL, BFORBANK, CA ITALIA | REGIONAL BANKS | REGIONAL BANKS |
Period | Period NET PROMOTER Period NET PROMOTER 2022 | Period DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS Period DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 2022 | Period VILLAGES BY CA FRANCE AND ITALY Period VILLAGES BY CA FRANCE AND ITALY 2018 vs 2022 | Period NET INDIVIDUAL CUSTOMER ACQUISITION Period NET INDIVIDUAL CUSTOMER ACQUISITION 2018 vs 2022 | Period MARKET SHARE IN HOME LOANS IN FRANCE Period MARKET SHARE IN HOME LOANS IN FRANCE 2022 | Period PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE Period PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE 2018-2022 | 2018-2022 | 2018-2022 |
2019 | 2019 NET PROMOTER 2019 NET PROMOTER 3rd | 2019 DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 2019 DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 5th | 2019 VILLAGES BY CA FRANCE AND ITALY 2019 VILLAGES BY CA FRANCE AND ITALY +4 pp | 2019 NET INDIVIDUAL CUSTOMER ACQUISITION 2019 NET INDIVIDUAL CUSTOMER ACQUISITION +5 pp | 2019 MARKET SHARE IN HOME LOANS IN FRANCE 2019 MARKET SHARE IN HOME LOANS IN FRANCE 33 | 2019 PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE 2019 PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE +254,000 | 25.1 % | +1.2 pp |
2020 | 2020 NET PROMOTER 2020 NET PROMOTER 3rd | 2020 DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 2020 DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 4th | 2020 VILLAGES BY CA FRANCE AND ITALY 2020 VILLAGES BY CA FRANCE AND ITALY +7.7 pp (3) | 2020 NET INDIVIDUAL CUSTOMER ACQUISITION 2020 NET INDIVIDUAL CUSTOMER ACQUISITION +9.1 pp (3) | 2020 MARKET SHARE IN HOME LOANS IN FRANCE 2020 MARKET SHARE IN HOME LOANS IN FRANCE 37 | 2020 PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE 2020 PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE +319,000 (3) | 25.5 % | +2.4 pp (3) |
Target | Target NET PROMOTER Target NET PROMOTER 1st | Target DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS Target DIGITAL USES (MOBILE APPLICATIONS) BY CUSTOMERS 1st | Target VILLAGES BY CA FRANCE AND ITALY Target VILLAGES BY CA FRANCE AND ITALY + 20 ppusage rate | Target NET INDIVIDUAL CUSTOMER ACQUISITION Target NET INDIVIDUAL CUSTOMER ACQUISITION + 20 ppusage rate | Target MARKET SHARE IN HOME LOANS IN FRANCE Target MARKET SHARE IN HOME LOANS IN FRANCE 46 Villages | Target PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE Target PROPERTY AND CASUALTY INSURANCE EQUIPMENT RATE > 1 m | 26% | + 5 pp |
(1) Net Promoter Score
(2) Ranking among retail banks in France.
(3) Versus 2018.