Protecting and ensuring client satisfaction
By placing clients at the heart of its priorities, the Group aims to deliver high standards of service quality, reflecting Societe Generale’s commitment to responsibility and integrity across its businesses.
Societe Generale strives to build and maintain long-term relationships with its clients, based on trust, expertise and respect for their legitimate interests.
The Group Code of Conduct emphasizes the importance of a thorough understanding of clients, in order to offer products and services that are suited to their circumstances and needs. It is reflected in internal policies aimed at ensuring the protection of clients’ interests.
Client protection
With the aim of enhancing client protection, the Group pays particular attention to the governance of its products and services offering, notably with regard to product governance requirements, client information obligations, advisory standards, compliance of marketing and cross border activities, prevention of conflicts of interest, safeguarding of client assets, and the efficient handling of complaints. Specific rules also govern professional qualification requirements, as well as the assessment and remuneration of employees involved in the marketing of products and services. The Group is committed to protecting vulnerable clients, identified based on criteria such as age, legal capacity (including minors and individuals under legal protection), as well as financial fragility.
Societe Generale also places a strong emphasis on the accessibility of its products and services, particularly for clients with disabilities.
For more information, please refer to the 2026 Universal Registration Document, page 352
Client satisfaction
Client satisfaction is monitored across the Group. Continuous improvement in client satisfaction, Net Promoter Score (NPS)* and client experience are embedded in the variable remuneration of executive corporate officers, and their implementation is reviewed annually by the Board of Directors (for further information, please refer to Chapter 3 of the 2026 Universal Registration Document).
To measure and monitor client satisfaction and identify concrete actions, the SG French Retail Network relies on several feedback systems to gain a 360° view of both delivered service quality and client-perceived quality. The main indicators used to assess this perceived quality include overall satisfaction, relationship (“cold”) satisfaction and transactional (“hot”) satisfaction, measured across key client journeys (onboarding, financing, etc.).
The continuous client feedback system (with more than 50,000 monthly responses from retail and professional clients, and over 1,350 per quarter from corporates, associations and institutional clients) enables, following analysis, the implementation of action plans at two levels:
- national level, as part of a continuous improvement approach;
- local level, within branches or business centers, including client call-backs based on defined criteria, particularly in cases of dissatisfaction.
This system is complemented by an annual competitive benchmark covering all markets, as well as by the monthly monitoring of 3,000 client messages exchanged on the “SG & Vous” (SG & You) platform via social media.
Launched in 2025, the “100% clients” initiative of the SG French Retail Network aims to enhance satisfaction among retail, professional and corporate clients by structuring dedicated service commitments and business rituals.
BoursoBank manages client satisfaction through a 360° feedback system, combining transactional (“hot”) and relationship (“cold”) measures, including regular monitoring of the Net Promoter Score (NPS). In 2025, the bank reported an NPS of +54 (Bain & Company survey of nearly 7,000 clients), ranking #1 in the banking sector for the seventh consecutive year. It also achieved first place in the Podium de la Relation Client 2025 (BearingPoint and Kantar).
Client satisfaction is a core pillar of Societe Generale Private Banking’s strategy. In 2025, it was measured through two complementary surveys: a quantitative study of around 4,900 clients (CSA) and a qualitative study involving around 60 high-end clients. Results remained stable compared with the previous year and reached high levels, with an NPS above 50 in the first survey and an overall satisfaction score of 8.7/10 in the second.
Client satisfaction and loyalty are at the heart of Societe Generale Assurances’ strategy, supported by a feedback system structured around four complementary measures: relationship NPS (“cold”, assessing the overall value proposition), transactional feedback including post interaction NPS, journey based NPS (analysis across end to end processes such as subscription or claims), and satisfaction with digital tools, complemented by the analysis of customer feedback.
In 2025, relationship NPS increased for the second consecutive year, notably driven by improved satisfaction with protection products, online functionalities and the personalization of communications. This momentum is supported by the optimization of omnichannel journeys, the development of an adapted relationship model, and strengthened proximity at key life moments.
Across its Mobility, International Retail Banking and Financial Services activities, the Group relies on several indicators (including overall satisfaction, NPS and journey studies) to assess perceived quality, identify improvement actions and monitor their implementation. An annual benchmark incorporating NPS and competitive analyses is deployed in five countries (Czech Republic, Romania, Algeria, Ivory Coast and Senegal).
For its long term leasing and fleet management activities, Ayvens manages client satisfaction through the Voice of Customers program, structured around annual relationship campaigns (overall perception and NPS), transactional surveys, a semi annual Customer Pulse Survey (monitoring LeasePlan integration) and Customer Advisory Boards, aimed at capturing expectations, particularly regarding sustainable mobility and the energy transition.
Within the Global Banking and Investor Solutions perimeter (large corporates and financial institutions), Societe Generale conducted in 2025 its 11th client satisfaction survey among its European clients, covering nearly 60% of the business line’s net banking income. Results remain high, highlighting the quality of relationships, products and services, as well as balance sheet commitments. In addition, meetings conducted by members of the Management Committee with key clients continue to be very positively perceived.
For more information on monitoring client satisfaction, please refer to the 2026 Universal Registration Document, page 360
*The Net Promoter Score (NPS) is a client loyalty and satisfaction indicator that measures customers’ likelihood to recommend a company, product or service to others.