BPCE - 2019 Universal Registration Document

NON-FINANCIAL PERFORMANCE REPORT

APPLYING CSR IN OUR ACTIVITIES

Our key performance indicators: 2.2.4

The major CSR risks identified by the Group are covered by commitments, action plans and key performance indicators used to measure how well they are managed and to apply improvements if necessary.

Risk/exposure management system

2018 key performance indicators Number of customers with products for vulnerable customers (number)

2019 key performance indicators Number of customers with products for vulnerable customers (number and change vs. 2018)

Major risk

Definition of risk

2018 results

2019 results

Accessibility of products and services & inclusive finance

Ensuring that products and services are accessible to all in all regions and in technological terms

See Chapter 2.3.2, “Financing and facilitating the energy, ecological and social transition with Groupe BPCE’s products and services” – “Supporting financially vulnerable customers” See Chapter 2.3, “Supporting the energy, ecological and social transition in local regions” See Chapter 2.3.1, “Reflecting environmental, social and governance risks and our customers’ requirements and aspirations in our strategy” See Chapter 2.4.1,“Business ethics- protection and cybersecurity”

27,140

36,805 +35%

2

Financing for local regions

Fulfilling our role in financing all types of customers (businesses, professionals, local authorities, individuals, members of the social and solidarity-based economy) Recognition of ESG criteria and transition and physical risks arising from climate change in sector policies and in financing and investment decisions

Amount in loan outstandings for the Banques Populaires and the Caisses d’Epargne

€444.6 billion Amount and change in loan outstandings for the Banques Populaires and the Caisses d’Epargne

€475 billion 6.8%

Integration of ESG criteria in lending/investment decisions

Percentage of sector lending policies including CSR criteria (as a %)

100% Percentage of sector

100%

lending policies including CSR criteria (as a %)

Data security and confidentiality

Protection against cyber-threats,

General Data Protection Regulation (GDPR) systems

Qualitative data

Percentage of new community projects with ISS and Privacy support

87%

safeguarding of clients’ and employees’ personal

data and ensuring business continuity

Lasting relations with customers

Delivering satisfactory customer service quality over the long term

See Chapter 2.4.1, “Respecting business ethics – Customer satisfaction and quality policy” See Chapter 2.4.1, “Respecting business ethics – Customer protection”

Annual customer NPS (Net Promoter Score) and change

BP (10) +9 CE (17) +8

Annual customer NPS (Net Promoter Score) and change

BP (4) +6 CE (10) +7

Customer protection and transparency of the range of products and services

Ensuring all customers understand our products and services. Providing clear information and selling products and services suited to each client’s requirements Establishing and applying rules governing engagement, voting, support and participation in the Boards of companies in which the Group has an equity holding Acting as an employer and purchaser with an appropriate local presence

Solutions applied in terms of customer protection and

Qualitative information

Solutions applied in terms of customer protection and

Qualitative information

transparency of the range of products and services

transparency of the range of products and services

Involvement in the governance of investment targets

See Chapter 2.3.1, “Reflecting environmental, social and governance risks and our customers’ requirements and aspirations in our strategy”

Voting and engagement policy (scope: Mirova/Natixis and ECOFI (Crédit Coopératif))

Qualitative information

Voting and engagement policy (scope: Mirova/Natixis and ECOFI (Crédit Coopératif))

Qualitative information

Regional footprint

See Chapter 2.1.2, “Contributing to local development”

Percentage of local suppliers (as a %)

69% Socio-economic footprint (calculated by Utopies)

1.6 million jobs supported and €111 billion contributed to GDP

Employability and transformation of jobs

Matching companies’ requirements with employees’ needs to address changing business requirements

See Chapter 2.4.3, “Quantitative human resources indicators for Groupe BPCE”

Number of hours of training per FTE (in hours per FTE)

32

Number of hours of training per FTE (in hours per FTE)

33

61

UNIVERSAL REGISTRATION DOCUMENT 2019 | GROUPE BPCE