BPCE - 2018 Registration document

2 NON-FINANCIAL PERFORMANCE REPORT A CSR strategy aimed at incorporating sustainable development in our business lines and decision-making processes

2.2.4

Constant dialog with our stakeholders

Stakeholder dialog is a cornerstone of Groupe BPCE’s CSR approach and is one of the objectives of its 2018-2020 strategic plan. Extensive preparatory work was carried out in 2018 to identify the major challenges facing society, stakeholders and their expectations,

to ensure they would be incorporated in Groupe BPCE’s CSR priorities and policy. The Group’s key stakeholders, and the associated stakeholder dialog processes, were mapped out as shown below.

Customers

Cooperative shareholders

Directors

Corporate customers Institutional customers Individual customers

Banque Populaire customers Caisse d’Epargne customers

LSCs BoardsofDirectorsoftheBanquePopulairebanks Supervisory Boards of the Caisses d’Epargne Supervisory Board of BPCE SA Specialized committees

Cooperative shareholding AGMs, meetings and newsletters Customer satisfaction survey

107 institutional and business partnerships

Checks performed to ensure that ethics and compliance rules are observed in sales policies, procedures and processes Measurement of customer satisfaction/ achievement of targets Dedicated offers and structure for vulnerable customers Complaints management and mediation

Training by the Federations Participation in Board of Directors, Supervisory Board and committee meetings

Coordination by the Fédération Nationale des Banques Populaires and the Fédération Nationale des Caisses d’Epargne

Suppliers and sub-contractors

Employees

Non-profits and NGOs

Companies Service providers Companies working with disabled persons

Employees of the Group and its subsidiaries Employee representatives and labor unions

Environmental protection and human rights associations

Consultations and RFPs Responsible Supplier Relations Charter CSR clauses in contracts Annual convention presenting awards and satisfaction surveys

Interaction via contributions to surveys Regular dialog Employee volunteer work Skills sponsorship

Special committees Internal communications “Diapason” employee survey Women’ssupportnetworks, talentmanagement Strategic objectives

Rating agencies, investors and independent third parties

Institutions, federations, regulators

Academic and research sector

Financial rating agencies ESG rating agencies Statutory Auditors

Financial regulation authorities, French Banking Federation, French Banking Association, ORSE (Corporate Social Responsibility Observatory), Global Compact, ESBG, EACB, etc. Regular meetings Members of the CCSF (Financial Sector Consultative Committee), OFE (Observatory for Corporate Financing), OIB (Banking Inclusion Observatory) Transmission of information and documents Contribution to FBF (French Banking Federation) projects

Business schools and universities Research institution (e.g. I4CE)

Relations with business schools and universities Employment of interns and students on work-study contracts Contribution to research and working groups

Transmission of information and documents for ratings/audits Regular dialog Green/Social/Sustainable bonds ESG roadshows

In addition to this analysis, the Group communicates with its stakeholders on a daily basis: individual and professional customers of all BPCE retail entities are ● free to submit complaints; their satisfaction is also frequently measured, spontaneously at the branch level every week and consistently on a quarterly basis to monitor satisfaction in all segments and at all points of contact; special survey tools (both spontaneous and scheduled) are also developed on certain markets

(business customers, private banking, etc.) (for more details, see Chapter 2.4.3); dialog with cooperative shareholders is coordinated by the ● Fédération Nationale des Banques Populaires and the Fédération Nationale des Caisses d’Epargne; their satisfaction is also measured using a special survey; dialog with staff and employee representatives, as described in the ● social pillar of this document (Diapason survey, employee representative bodies, periodic topical surveys, etc.);

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Registration document 2018