Our stakeholders: working together

Systems

• Measuring employee engagement (Engagement and Recommendation Index – ERI)
• Social dialogue at local, national and international levels (Consultation Committee, Group Committee, European Works Council)

Challenges and expectations identified

• Empowering work organisation
• Strengthened training and support
• Amplified diversity policy
• Quality social dialogue
• Compensation and benefits

Our answers

• Teleworking Agreement/Charter in the entities
• 1,525,353 hours of training completed
• 18 gender diversity networks within Crédit Agricole S.A. and its subsidiaries, of which 8 in France and 10 abroad, accounting for 2,600 members, of which close to 20% are men
• Capital increases reserved for employees
• Dedicated support for people with disabilities
• Raising employee awareness with the organisation of the Diversity month

Systems

• Signing of commercial, technical and distribution partnerships
• Creation of joint ventures
• Promotion of the responsible purchasing policy
• Co-construction with our suppliers
• Local purchasing

CHALLENGES AND EXPECTATIONS IDENTIFIED

• Sustainable and balanced relationships
• Financial equity (payment terms)
• Steering of supplier relations and development of mediation
• Inclusive purchasing

Our answers

• Establishment of commercial or capital partnerships
• Charte des achats responsables intégrée dans les appels d’offres
• Charter of responsible purchasing integrated in calls for tenders
• Supplier Relationship and Responsible Purchasing Label
• “Responsible purchasing” e-learning training
• Integration of CSR performance of suppliers
• Annual Supplier Survey
• 4^th remote meeting with suppliers

Systems

• Meetings between General Management and investors and analysts
• Exchanges with rating agencies
• Dialogue with individual shareholders (Shareholder Club, Liaison Committee, shareholder meetings, monthly newsletters)
• Annual General Meeting

Challenges and expectations identified

• Transparency, reliability and clarity of information
• Sustainable margins
• Responsible governance
• Prudent risk management

Our answers

• Road shows and conferences on equity and debt instruments
• Road shows on Governance and ESG
• Publication of results, Universal Registration Document, Integrated Report, Shareholder’s Guide
• Toll-free number for individual shareholders
• Shareholders’ meetings
• Balanced distribution policy

Systems

• Processes to listen to customers, monitoring customer satisfaction through the Net Promoter Score (NPS)
• Consideration of expectations (barometers, marketing studies, co-construction workshops)
• Development of an innovation ecosystem (Villages by CA, Data Lab, La Fabrique by CA, innovation management companies)

CHALLENGES AND EXPECTATIONS IDENTIFIED

• Refocusing on the essential: purchasing power and/or desire to consume “less but better”
• The easy digital bank: simple, personalised, real time, innovative
• A very personal relationship at a human distance: steering choices and access to excellence in financial advice and services
• Protection and security of personal data, means of payment, fight against cybercrime
• Commitment of banks, notably with respect to the social and environmental aspects

Our answers

• Simple offers at the best use value/price combination and adapted to life milestones (e.g.: Youzful platform, Blank, etc.)
• Quality services accessible autonomously (website, mobile app) and/or from dedicated and empowered points of contact
• Human support at the service of customers: expertise, advice and tailoring
• The customer has full control over their data
• Responsible actions and support moving toward sustainable models: climate strategy, ESG approach, climate transition score
• Offers adapted to all of our customer profiles (from entry range to wealth management and from VSBs to large corporates)

Systems

• Relations with supervisory and regulatory banking and financial authorities
• Participation in the industry consultations

CHALLENGES AND EXPECTATIONS IDENTIFIED

• Respecting regulations
• Compliance
• Transparency
• Set-up of control and anti-corruption Systems

Our answers

• Publication of results and press releases
• Publication of a Universal Registration Document
• Publication of the fifth Integrated Report
• Permanent dialogue with the ECB

Systems

• External Committee of scientific experts
• Regular dialogue with NGOs, notably on climate strategy
• Creation of a CSR barometer every two years conducted with 5,000 participants
• Participation in trade shows
• Press and Media Relations

CHALLENGES AND EXPECTATIONS IDENTIFIED

• Financing the economy
• Transparency and ongoing dialogue
• Contribution to the economic development and employment of regions
• Positive impact on the environment and society
• Supporting inclusion

Our answers

• Incorporation of the expectations of stakeholders in the Group’s strategy in line with the Raison d’être
• Adherence to the Principles for Responsible Banking and Principles for Responsible Investment
• Support for culture, sport and solidarity with sports sponsorship, and the “Sport as a school of life programme”
• A Plan jeunesse programme for young people welcoming interns from three priority eduction zones and yearly hiring through work-study partnerships with schools at the local level
• The Grameen Crédit Agricole Foundation for the economic development of rural areas in emerging countries
• €34.4m dedicated to sponsorship actions and local and regional initiatives (Crédit Agricole S.A. scope in France and internationally)