Published on 17/10/2014

Societe Generale wins customer service of the year for the third time

The Customer Service of the Year 2015* award, bestowed by Viséo Conseil and previously won in 2012 and 2014, recognises the daily commitment of our employees to serving customers, to simplifying the bank, to making it relationship-focused and effective.

It also serves as encouragement to continue efforts begun several years ago by the Group to adapt and develop our services, particularly on the digital front, and to offer our customers a high level of responsiveness, whatever channel they use. We are therefore constantly improving our service to support the evolving needs of our customers.

The bank handles 30 million phone calls, a third of which come through multimedia Customer Relations Centres located in Lille, Lyon, Marseille and Nanterre, answering questions from 8 a.m. to 10 p.m. Monday to Friday (until 8 p.m. on Saturday).

At the end of June 2014, 3.5 million customers had used the Individual customers website and 1.8 million had used mobile services. Monthly mobile connections continued to grow by +39% year-on-year as at the end of June 2014 (32.6 million) whereas web visits were stable (24 million per month on average over the last year). Since the beginning of 2013, the volume of mobile connections has surpassed the volume of web connections.

*Bank category - Inference Operations / Viséo Conseil survey conducted from May to July 2014 using the mystery customer method through 210 contacts, including phone calls, e-mails and website visits.