Our stakeholders: working together

We establish permanent dialogue at all levels with our stakeholders. We are attentive to their expectations and provide them with creative solutions for the short, medium and long terms.

Employees

Employees

and employee representative bodies

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
Partners

Partners

Suppliers and partner companies

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
  • 4th remote meeting with suppliers
Shareholders and investors

Shareholders and investors

Investors, analysts, individual shareholders, rating agencies...

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
Customers

Customers

Individuals, farmers, small businesses, entrepreneurs, corporates, associations, local authorities, etc.

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)
Public authorities and regulators

Public authorities and regulators

Government, international and national bodies, regions

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
Civil society and general public

Civil society and general public

NGOs, media, etc.

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)