Integrated Report 2020-2021

3. Creating added value

CUSTOMERS

Individuals, farmers, small businesses, entrepreneurs, corporates, associations, local authorities, etc.

SYSTEMS
  • Processes to listen to customers, monitoring customer satisfaction through the Net Promoter Score (NPS)
  • Consideration of expectations (barometers, marketing studies, co-construction workshops)
  • Development of an innovation ecosystem (Villages by CA, Data Lab, La Fabrique by CA, innovation management companies)
CHALLENGES AND EXPECTATIONS IDENTIFIED
  • Refocusing on the essential: purchasing power and/or desire to consume “less but better”
  • The easy digital bank: simple, personalised, real time, innovative
  • A very personal relationship at a human distance: steering choices and access to excellence in financial advice and services
  • Protection and security of personal data, means of payment, fight against cybercrime
  • Commitment of banks, notably with respect to the social and environmental aspects
OUR ANSWERS
  • Simple offers at the best use value/price combination and adapted to life milestones (e.g.: Youzful platform, Blank, etc.)
  • Quality services accessible autonomously (website, mobile app) and/or from dedicated and empowered points of contact
  • Human support at the service of customers: expertise, advice and tailoring
  • The customer has full control over their data
  • Responsible actions and support moving toward sustainable models: climate strategy, ESG approach, climate transition score
  • Offers adapted to all of our customer profiles (from entry range to wealth management and from VSBs to large corporates)

Main SDGs* concerned

PUBLIC AUTHORITIES AND REGULATORS

Government, international and national bodies, regions

SYSTEMS
  • Relations with supervisory and regulatory banking and financial authorities
  • Participation in the industry consultations
CHALLENGES AND EXPECTATIONS IDENTIFIED
  • Respecting regulations
  • Compliance
  • Transparency
  • Set-up of control and anti-corruption systems
OUR ANSWERS
  • Publication of results and press releases
  • Publication of a Universal Registration Document
  • Publication of the fifth Integrated Report
  • Permanent dialogue with the ECB

Main SDGs* concerned

CIVIL SOCIETY AND GENERAL PUBLIC

NGOs, media, etc.

SYSTEMS
  • External Committee of scientific experts
  • Regular dialogue with NGOs, notably on climate strategy
  • Creation of a CSR barometer every two years conducted with 5,000 participants
  • Participation in trade shows
  • Press and Media Relations
CHALLENGES AND EXPECTATIONS IDENTIFIED
  • Financing the economy
  • Transparency and ongoing dialogue
  • Contribution to the economic development and employment of regions
  • Positive impact on the environment and society
  • Supporting inclusion
OUR ANSWERS
  • Incorporation of the expectations of stakeholders in the Group’s strategy in line with the Raison d’être
  • Adherence to the Principles for Responsible Banking and Principles for Responsible Investment
  • Support for culture, sport and solidarity with sports sponsorship, and the “Sport as a school of life programme”
  • A Plan jeunesse programme for young people welcoming interns from three priority eduction zones and yearly hiring through work-study partnerships with schools at the local level
  • The Grameen Crédit Agricole Foundation for the economic development of rural areas in emerging countries
  • €34.4m dedicated to sponsorship actions and local and regional initiatives (Crédit Agricole S.A. scope in France and internationally)

Main SDGs* concerned

* Sustainable Development Goals