BPCE - 2020 Universal Registration Document

APPLYING CSR IN THE ENTITIES, BUSINESS LINES AND PROCESSES NON-FINANCIAL PERFORMANCE STATEMENT

OUR KEY PERFORMANCE INDICATORS

2019

2020

Risk/exposure management system See Chap. 2.4.1, “Responsible internal and external practices – Implementing banking accessibility”. See Chap. 2.3.2, “Supporting our customers in the energy, ecological and social transition” See Chap. 2.3.1, “Integrating the fight against climate change and conservation of biodiversity in our development strategy – integration of ESG criteria in financing activities and – in proprietary investment activities” See Chap. 2.4.2, “Respect business ethics – Customer satisfaction and quality policy” See Chap. 2.4.2, “Respect business ethics – Customer protection”

Key performance indicators Number of customers equipped with OCF (number and change)

Results

Key performance indicators

Results

Definition of risk

Risk category Major risks

Products & Services

Inclusive finance Ensuring that products and services are accessible to all in all regions and in technological term

36,805 +35%

OCF gross production (1) and annual change in inventory

24,379 (33%)

Products & Services

Fulfilling our role in financing all types of economic operators (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 analysis

Amount of and change in BP and CE

€475bn 6.8%

Amount of and change in outstanding loans and origination in the BP and CE networks (2)

€530.5bn 11.7%

Financing for local regions

network loans outstanding (2)

Products & Services

ESG risks

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

100% Number of banks having begun to include ESG criteria in their credit records and number of

6 banks

banks incorporating ESG criteria in their proprietary investment decisions

11 banks

Products & Services

Lasting relations with customers

Delivering satisfactory customer service quality over the long term

NPS (4) annual individual customer and change

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

NPS (4) annual individual customer and change

BP 2; +6 CE (6); +4

Products & Services

Customer protection

Ensuring all customers understand our products and services. Providing clear information and selling products and services suited to each client’s requirements

Solutions applied in terms of customer protection and transparency of the range of products and services

Qualitative information

Number of “Information/advice” claims processed in 2020 with a favorable response/Total number of claims processed in 2020. AND Number of “unauthorized transaction” claims processed in 2020 with a favorable response/Total number of claims processed in 2020. Amount of financing for the energy transition (annual production) (3) : And Total SRI funds sold (CE) Total SRI and solidarity funds sold (BP) in euros

2.9%

0.8%

Products & Services

Financing the energy transition (1)

Lack of financing strategy in projects favorable to the environmental transition.

See Chap. 2.3.2, “Supporting our customers in the energy, ecological and social transition” See Chap. 2.3.2, “Supporting the energy, ecological and social transition in local regions” See Chap. 2.4.2, “Respect business ethics – Information systems security and data protection”

Financing for the energy and

€196m 16%

€201m 2.5%

ecological transition: production (in euros and change) (1) Responsible deposits and savings (in euros and change) (2)

€86.43bn 19%

€4.2bn

€2.1bn

Governance

Data security

Protection against cyber-threats, safeguarding of clients’ and employees’

Percentage of new community projects with ISS and Privacy support

87% Percentage of new community projects with ISS and Privacy support

85%

personal data and ensuring business continuity.

66

UNIVERSAL REGISTRATION DOCUMENT 2020 | GROUPE BPCE

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