The Bank plays an active short-term and long-term role in supporting the economy and remains attentive to stakeholders who influence the banking sector. Shareholders, customers, investors or suppliers, the consideration of its stakeholders is at the heart of it responsible approach. The Group’s ambition is to structure and value its dialogue with stakeholders.
In today’s ever-changing world which is constantly exposed to new risks, stakeholder expectations and needs are increasingly varied and exacting. As such, Societe Generale seeks to constantly adapt with a progress-oriented approach.
Who are the stakeholders?
These are communities within or outside of the Group - shareholders, employees, customers, suppliers, public authorities and civil society (charities, NGOs, etc.) - which share the same interests, the same logic and influences, and with which it has fostered a climate of dialogue and exchange.
With our customers
For the past 10 years, Societe Generale has conducted customer satisfaction surveys each year to evaluate the quality of the reception and customer services provided by our advisors. “Mystery Visits” are also made to Societe Generale branches, gathering accurate feedback on the quality of the welcome and advice given, and of identifying areas for improvement.
Societe Generale also gathers immediate “hot” feedback from its customers after each real estate loan transaction. The main objective is to steer our customers’ key events more closely to ensure that there is a good fit between the service level expected and the performance delivered.
These two measures are at the heart of a Quality certification programme for its branches, launched in 2013 by Societe Generale to make its resolutely customer-focused strategic orientation a reality. This choice is supported by strong and continued growth at approved branches.
In France, Societe Generale is committed to having rapid if not immediate solutions in place, in the event of disputes, to ensure customer satisfaction and that their claims are monitored.
Within each of the main customer segments serviced by our Retail Banking network in France (individual, professional and corporate customers), Societe Generale, its specialised subsidiaries (Sogecap, Sogessur, Fran¬finance, etc.) and Crédit du Nord have been surveying representative samples of their respective customers as well as among those of the top 11 French banks every year for some ten years now in order to assess their level of relative satisfaction. The customers polled express their overall and detailed level of satisfaction across every aspect of the banking relationship.
Furthermore, in order to refine its products and services offer and to better respond to the needs of its clients, Societe Generale Coverage & Investment Banking in 2015 measured the rate of recommendation of the bank by its large corporate and institutional clients all over the world (Net Promoter Score), by questioning more than 1,200 people representing more than 160 economic players.
The customer satisfaction level and its development affects employees’ variable remuneration packages given that individual sales commission no longer exists.
2015 Satisfaction Barometers
Societe Generale – 2015 individual customer satisfaction barometer
120,000 customers surveyed
Societe Generale honoured "Customer Service of the year 2016" for the 4th time
Crédit du Nord - Competitive Satisfaction Surveys 2015 Individual Customers
46,000 customers interviewed
1st Place in Individual Customer Satisfaction
With shareholders and investors
Proximity, transparency and listening define the relationships we want to build with our shareholders and investors.
Made up of a dedicated team, divided between institutional investors and individual shareholders, the department in charge of these relations is responsible for ensuring the Group’s communication on its earnings and strategy. It is also responsible for implementing the principles defined by the Group in terms of financial disclosure and developing a policy of proximity based on listening and dialogue.
This year, a new type of roadshow was organised as part of the first Societe Generale positive impact green bond issuance, which contributes to financing the low-carbon economy.
With rating agencies
The Group attaches great importance on its financial and non-financial ratings. The Group strives to obtain ratings that best reflect its CSR actions by ensuring the quality and transparency of the data provided.
In a constructive approach, the bank answers regularly to evaluation questionnaires from rating and extra-financial agencies. These surveys help him to better identify its areas of progress as regards RSE.
The Group stands out
Vigeo has ranked Societe Generale as the leading company in the world out of 1,300 listed companies for availability of information that helps the agency to form its opinions, also saluting the efforts in transparency, comprehensiveness, and accuracy in its reporting.
With civil society
Societe Generale promotes constructive talks with all its stakeholders. In particular the Group is careful to listen to and engage in dialogue with NGOs that alert it to E&S issues within its sphere of influence or that can help it to adapt its policies and procedures in a progress-oriented approach.
The bank has implemented a procedure for centralizing questioning and contact originating from NGOs within the CSR Department, which is intended to alert it to the impacts associated with its financing or other services. Wherever possible, an internal enquiry is conducted and documented replies are supplied in writing or at meetings when appropriate.
With our employees
Employee commitment is an essential component of the Group’s strategy: a differentiating factor with customers and in the face of competition. That is why it lies at the heart of the Human Resources Division’s strategy, which regularly measures employee commitment through the Employees Satisfaction survey and strives to improve it.
For several years, Societe Generale has committed to many initiatives to improve the quality of working life. With the launch of the Life at Work programme, the Group aims to widely share these initiatives and boost momentum to promote the development of new individual and collective initiatives.
With our suppliers
The Group aims at building lasting and balanced relationships with its suppliers, whether they are large international groups or innovative start-ups. With EUR 6.5 billion in purchases in 2015, sourcing, at Societe Generale, is an important economic lever. The Group deploys its responsible purchasing policy in three dimensions: economic with a strong engagement toward SMEs, social by reinforcing the use of the social and solidarity economy, and environmental by contributing to the Group’s carbon footprint reduction efforts.
The “Conducting a Responsible Sourcing Policy” instruction has been appended to the Global Agreement on Fundamental Rights signed with UNI Global Union in June 2015, demonstrating the Group’s intention to implement it throughout the Group.
Commitment to SMEs
In France, more than 60% of the Group's purchases in 2015 were done with SMEs and Mid-Cap companies. 214 SME suppliers were invited to respond to the supplier satisfaction survey. Societe Generale achieved a score of 62/100, which is above the average rating of the banking and insurance sector.
With regulators and supervisors
In all countries in which the Group is present, it builds close relationships with the banking and financial supervision authorities and regulators. This helps him to understand and to anticipate regulatory changes, while also enabling to contribute to them through regular consultations with these authorities.
Compliance and more