Client protection
Societe Generale is committed to building lasting relationships with its clients based on trust, expertise and respect for their legitimate interests. By placing clients at the heart of its priorities, the Group aims to offer the highest standards of service quality, responsibility and integrity in all areas of its activities.
To ensure the best possible protection for its clients, the Group pays particular attention to the framework for the products and services it offers, particularly with regard to product governance obligations, the duty to inform clients, advisory requirements, the compliance of canvassing and cross-border activities, the prevention of conflicts of interest, the protection of client assets and the efficient handling of complaints. Specific rules govern the professional qualification requirements, evaluation and compensation of employees in charge of marketing products and services. The Group is committed to protecting vulnerable clients who are identified as such on the basis of criteria such as age, legal capacity (minors and people under legal protection) as well as financial precarity.
Client satisfaction
Client satisfaction is monitored by all the Groups business lines. Issues such as the continuous improvement in client satisfaction, Net Promoter Score (NPS) and client experience are incorporated within Chief Executive Officers’ variable compensation and their implementation is assessed, on an annual basis, by the Board of Directors (for further information, see Chapter 3 of the 2025 Universal Registration Document).
In order to measure and monitor client satisfaction and identify concrete actions for improvement, the SG Network relies on several data collection systems to provide a 360° view of the quality delivered and the quality perceived by its clients.
These various measures are based on:
- listening to all its clients on an ongoing basis to measure perceived quality. This system accounts for more than 50,000 items of client feedback per month from individual and professional clients and more than 2,200 items of client feedback per quarter from companies. The responses are analysed in depth in order to define action plans:
- centrally, as part of continuous improvement loops of all client experiences,
- locally, at branch level, by calling clients based on a certain number of predefined criteria (particularly if they are not satisfied);
- benchmark surveys for all markets. Every year, the SG Network appoints the CSA research institute to carry out a survey of 15,000 individual, wealthy, professional and corporate clients covering the 10 or 11 main banks in the market. The results help to position Societe Generale in its competitive environment and to guide its actions in line with its ambition to be a benchmark player in client satisfaction;
- around 6,000 messages a month from “SG & Vous”, a direct discussion channel with our clients on the various key social networks (Facebook, X, Instagram).
Constantly improving client satisfaction is also a major focus of Societe Generale Assurances’ strategy. In order to monitor client satisfaction, Societe Generale Assurances has set up a comprehensive ‘voice of the client’ data collection system.
The latter primarily comprises four types of measurements:
- the ‘cold NPS’ to obtain opinions on all areas of the value proposition: coverage of needs, personalisation, accessibility, expertise, communication, support;
- on-the-spot feedback, including ‘on-the-spot NPS’ to understand clients’ immediate level of satisfaction following telephone contact with Client Relations Centres. These measurements are supplemented by an analysis of client verbatims;
- the ‘NPS client journey’ to measure the level of client satisfaction following a complete cycle such as a subscription, a claim or a financial transaction on a life insurance policy;
- measuring satisfaction levels with digital tools in order to improve spaces and fully meet client needs and expectations.
In 2024, the ‘cold NPS’ of the Insurance business improved, driven by an increase in client satisfaction relating to products, online features and the personalisation of communications. Societe Generale Assurances is continuing to optimise omnichannel pathways, develop a relationship model tailored to the needs of each client, launch new online features and increase proximity at key moments in policyholders’ lives as levers for improving client satisfaction.
In 2024, BoursoBank, online bank and subsidiary of the Societe Generale group, recorded a very high client satisfaction level, confirmed by an NPS of +46, the best score within the sector according to Bain & Company.
On its Global Banking scope (large companies and financial institutions), between April and December 2024, Societe Generale conducted its tenth satisfaction survey among its clients in the Americas, Asia, Africa, the Middle East and Eastern Europe. All in all, the clients who were surveyed represented almost 60% of the NBI generated by the Group on this scope. The large corporate clients and financial institutions surveyed continued to give Societe Generale high scores emphasising the relationship management, the quality of the products and services offered and the importance of the balance sheet commitments vis-à-vis them. The carrying out of interviews with the executive officers of large corporates by the vast majority of the Bank’s Management Committee members continues to be seen in a very positive light.
Regarding the Mobility, International Retail Banking and Financial Services arm’s International Retail Banking activity, a client satisfaction survey, including an NPS and competition surveys, is conducted every year among individual and business clients. This is supplemented, at Komerční banka (KB) and BRD, by on-the-spot surveys conducted among individual clients following interaction with the bank to measure their satisfaction level.
In 2024, the International Retail Banking Client Satisfaction Survey covered several countries: Czech Republic, Romania, Algeria, Cote d’Ivoire, Senegal and Cameroon.
In Czech Republic, KB posted a stable and resilient NPS in 2024, in a very competitive market and against the backdrop of the Bank’s ongoing digital transformation throughout the year. In Romania, BRD’s NPS recorded a significant increase notably thanks to the efforts made to improve its mobile and internet services.
On the Corporates segment, the Group’s banks remain in a strong position in Central Europe with a leadership position in terms of NPS (KB and BRD).
For Ayvens, the ‘Voice of the Client’ programme comprises two key elements: the Net Promoter Score (NPS) and client satisfaction (C-SAT). The programme is implemented in each country, where several surveys are conducted among the fleet’s managers and drivers. All global themes are managed at central level, while each local management team ensures that their action plan targets areas in which they need to progress, with the ultimate aim of improving the experience.
In Sub-Saharan Africa, the Group’s banks have maintained their position in the top third of banks.