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
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