Dialogue with customers Focus on customer satisfaction initiatives in the busines divisions As part of the Group’s strategy, Ambition SG 2015, all of the Group’s business lines have made a commitment to launch “Customer Satisfaction” action plans. Claims, mediation, and customer satisfaction In 2012, the number of written claims handled by the Customer Relations Centres of Societe Generale in France was down in relation to 2011. As regards satisfaction levels, 60% of customers received a total or partial positive response to their requests. The number of cases that were the subject of a mediation decreased by 14% compared with 2011. Disputes inherent in financial investments are down and represent 24% of cases presented for mediation, with the rest being highly diversified. In the other business lines, in France, customers also have access to the in-house mediator, Ms Scrivener, or to public mediators (AMF, FFSA, etc.). In the subsidiaries abroad, the same solutions exist with appointed local mediators (if the local regulations require it) or with local mediation bodies backed by professional bodies. The mediator’s report is available on the bank’s site for individual customers of Societe Generale. Advisor remuneration method set under the prism of customer satisfaction The Group’s remuneration policy is designed to prevent incentives that could result in situations of conflicts of interest between its employees and its customers. The governance principles and rules governing remuneration appear in the Group’s normative documentation relating to the conflict of interest management policy. The remuneration for employees of the Societe Generale France network is made up of a fixed portion and a variable portion. For employees in contact with customers, the variable portion is assessed based on several criteria, particularly the commercial performance achieved, commitment in terms of quality and customer satisfaction, and, where applicable, managerial qualities. Crédit du Nord customer advisors do not receive any remuneration per action. Dialogue with SME customers Nearly EUR 530 million (or +1.3% compared with the same period in 2011) in 5,591 loans (or -3% compared with the same period in 2011), medium or long term, was granted to companies less than one year old. Societe Generale is thus France’s top non-mutual bank in the distribution of start-up loans with an 11% market share*3. Closer look at Societe Generale Equipment Finance Present in 16 countries with 3,000 employees, Societe Generale Equipment Finance (SGEF) supports SMEs for their investments, either for the replacement of their equipment and assets or for their development. In 2012, SGEF received the “SME Champion 2012” award from Leasing Life in addition to the “European Lessor of the Year” award recognising the assistance offered by SGEF to more than 140,000 SMEs across Europe and its impact in this sector. 18 2012 customer satisfaction surveys in France 120,000 individual customers, nearly 14,500 business customers (retail banking), 40,000 Crédit du Nord customers, 8,000 private banking customers were asked about their satisfaction. 23,172 This is the number of start-ups with which Societe Generale started a relationship in 2012 in France (or 67% of new business customers as at 30 November 2012)*. * Verified by Ernst & Young (3) OSEO data at the end of March 2012
RSE_2013_UK2
To see the actual publication please follow the link above