BPCE - 2019 Universal Registration Document

RESPONSIBLE INTERNAL AND EXTERNAL PRACTICES NON-FINANCIAL PERFORMANCE REPORT

rollout of a program on relationship management attitudes to • generate more customer recommendations; launch of efforts to better manage the frequency with which • customers’ advisors change. The results achieved at the end of 2019 are encouraging: accessibility: +3 points for the Banques Populaires and • +7 points for the Caisses d’Epargne; responsiveness: +2 points for the Banques Populaires and • +6 points for the Caisses d’Epargne; change of advisor: +2 points for the Banques Populaires and • +4 points for the Caisses d’Epargne; opinion of advisor: +3 points for the Banques Populaires and • +6 points for the Caisses d’Epargne.

These programs are intended to enhance performance in terms of everyday banking experience and at key times in the customer’s life. They clearly reflect customer satisfaction drivers and provide each entity with the information they need to implement them successfully. Customers have high expectations: they expect their advisor to answer the first time they call and provide a response within half a day, and they want to keep the same advisor for longer than three years. Action taken under these programs in 2019 focused in particular on key customer expectations: improved telephone access and responsiveness in our • branches;

NPS PROGRESS

Change 2018-2019

At 12/31/2019

At 12/31/2018

At 12/31/2017

NPS – Banques Populaires NPS – Caisses d’Epargne

(4)

(10) (17)

(19) (25)

6 points 7 points

(10)

Components of the Net Promoter Score (NPS)

Customer advisors remain central to the relationship despite the rise of digital banking. Advisors make the biggest contribution to customer satisfaction

REMINDER OF NPS

Advisor engagement Personalization of the customer relationship

Would you recommend your bank to your friends and family? Respondents give a score from 0 to 10:

Committed experts

Promoters > Detractors Promoters = Detractors NPS

Advice and expertise

Processing of requests

Keeping things simple and maintaining close relations

Accessibility

Stability in relationship with advisor

0

1 2 3 4 5 6 7 8 9 10

The Net Promoter Score (NPS) is the difference between the number of promoters (score 9 or 10) and the number of detractors (score from 0 to 6)

Frustration: basic services not provided

Promoters < Detractors

DATA PROTECTION AND CYBERSECURITY

stakeholders – are key priorities and the focus of Groupe BPCE’s concerns. Trust lies at the heart of the Group’s digital transformation and it firmly believes that cyber security is essential for its businesses.

Preventing risks relating to cyber threats, safeguarding the information systems and protecting data – in particular the personal data of our customers, employees and all our

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UNIVERSAL REGISTRATION DOCUMENT 2019 | GROUPE BPCE

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