BPCE - 2020 Universal Registration Document

NON-FINANCIAL PERFORMANCE STATEMENT

BEING A RESPONSIBLE GROUP IN ITS INTERNAL AND EXTERNAL PRACTICES

Informing customers about the complaints handling process Customers are informed of the complaints handling process and how to contact the bank: on the websites of the Group’s establishments; • https://www.banquepopulaire.fr/portailinternet/Editorial/Servi- ces/Pages/Exprimer-une-reclamation.aspx?vary=0-0-0; https://www.caisse-epargne.fr/bourgogne-franche-comte/ • service-relations-clientele-des-particuliers; in fee guides; • in the general terms and conditions. • Monitoring of the complaints handling process This monitoring covers: the reasons for complaints; • the products and services involved; • processing times. • Key indicators are regularly submitted to Groupe BPCE bank directors, Internal Control departments and all sales structures. Analysis and use of information about complaints Group entities analyze complaints in order to detect failures, shortcomings and bad practices. This analysis allows them to establish correctivemeasures to be implemented with the relevant divisions. The Group is working on developing research into the causes of complaints. This continuous improvementprocess is also aided by customer comments shared through satisfaction surveys and observed by monitoring online and social media activity and customer opinions. CUSTOMER SATISFACTION AND QUALITY POLICY In 2019, Groupe BPCE committed to providing a customer experience aligned with the highest standards on the market. The “simple and close” and “committed expert” program makes it possible to activate all the levers that promote the satisfaction of our customers in the daily use of banking, in physical, remote or digital mode, but also to offer personalized advice. accompanying the moments of life of our customers. Customer satisfaction is measured using the NPS (net promoter score). The Group uses customer surveys to help the brands – from the branches to the head office – effectively boost customer satisfaction on all markets. These surveys allow us to contact all customers once a year and each time they are in contact with their advisor, enabling us to capture customer satisfaction in real time and make improvements to their mobile experience or their experience in Average processing time % under ten days

Among the reasons for complaints, we monitor indicators that may reveal discrepancies between the service expected by the customer and the service provided, such as: information and advice 2.9% of complaints processed in •

2020 and unauthorized transactions 0.8% (1) . These indicators are calculated as follows:

number of “Information/advice” complaints processed in • 2020 with a favorable response/Total number of complaints processed in 2020; number of “unauthorized transaction” complaints processed • in 2020 with a favorable response/Total number of complaints processed in 2020. In 2020, we continued to significantly improve our complaint processing times: 67% of complaints were addressed in less than 10 days. • The average processing time in 2020 was 10.3 days (2) .

2020

2019

2018

10.3 days

13 days

16 days

67%

63%

60%

their branch or with their advisor. In total, nearly 20 million of our customers are surveyed on a full-year basis across all our markets. All members of staff can now access a mobile phone app that shows customer satisfaction levels in real time – the app records over 100,000 visits per year. The year 2020 marks a very strong year of growth in our results, in a context of the health crisis that has impacted our customers and our establishments. In the course of 2020, the retail market increased by six points for BP and four for works councils, allowing us to confirm that in a difficult context, our branches and our advisers provided a good level of service. In the professional and corporate markets, our results jumped by around ten points for our two brands, revealing the appreciation by our customers of the solutions and service offered to them during this period. Lastly, the changes since 2018 reflect the momentum initiated by the Group and its establishments, placing customer interest and service at the center of all its projects. The detailed results of the actions carried out at the end of 2020 show the following progress: accessibility: +8 points for the Banques Populaires and • +7 points for the Caisses d’Epargne; responsiveness: +6 points for the Banques Populaires and • +3 points for the Caisses d’Epargne; change of advisor: +2 points for the Banques Populaires and • +1 point for the Caisses d’Epargne; assessment of the advisor: +5 points for the Banques • Populaires and +5 points for the Caisses d’Epargne.

(1) Improvements are being studied for 2021 to obtain a greater degree of precision on these indicators. (2) Source: Complaint monitoring tools.

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UNIVERSAL REGISTRATION DOCUMENT 2020 | GROUPE BPCE

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