CLIMATE AND SOCIAL ENVIRONMENT, NEW CHALLENGES The Stakeholders

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

MEASURES

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

1 private employer in France;
Teleworking Agreement/Charter in the entities.
1.84 million hours of training completed in 2021.
16 gender diversity networks within Crédit Agricole S.A. and its subsidiaries, of which 8 in France and 8 abroad, accounting for more than 2,600 members, of which close to 20% are men;
Regular capital increases reserved for employees;
Dedicated support for people with disabilities;
Raising employee awareness with the organisation of the Diversity month.

Main SDGs* concerned

*Sustainable Development Goal

Partners

PARTNERS, SUPPLIERS AND PARTNER COMPANIES

MEASURES

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;
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;
Monitoring of payment times;
Annual Supplier Survey;
5th meeting with suppliers.

Main SDGs* concerned

*Sustainable Development Goal

Shareholders and investors

SHAREHOLDERS, INVESTORS, ANALYSTS, INDIVIDUAL SHAREHOLDERS, RATING AGENCIES, ETC.

MEASURES

Meetings between Executive 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 profitability;
Responsible governance;
Prudent risk management.

OUR ANSWERS

Road shows and conferences on equity and debt instruments;
Road shows on Governance and ESG;
Publication of quarterly results, Universal Registration Document, Integrated Report, Shareholder’s Guide;
Toll-free number for individual shareholders;
Shareholders’ meetings in the territories of the Regional Banks;
Balanced distribution policy.

Main SDGs* concerned

*Sustainable Development Goal

Customers

INDIVIDUAL CUSTOMERS, FARMERS, SMALL BUSINESSES, ENTREPRENEURS, CORPORATES, ASSOCIATIONS, LOCAL AUTHORITIES, ETC.

MEASURES

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, payment instruments, 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-level to wealth management and from VSBs to large corporates).

Main SDGs* concerned

*Sustainable Development Goal

Public authorities and regulators

PUBLIC AUTHORITIES AND REGULATORS
GOVERNMENT, INTERNATIONAL AND NATIONAL BODIES, REGIONS

MEASURES

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

CHALLENGES AND EXPECTATIONS IDENTIFIED

Respecting regulations;
Compliance;
Transparency;
Setting-up of control and anti-corruption systems.

OUR ANSWERS

Permanent dialogue with the ECB and participation in stress test exercises;
Detailed publication of results and press releases;
Publication of a Universal Registration Document;
Setting-up of a whistleblower website accessible to all;
Suspension of activities in non-cooperative countries and territories.

Main SDGs* concerned

*Sustainable Development Goal

Civil society and general public

CIVIL SOCIETY AND GENERAL PUBLIC
NGOS, MEDIA, ETC.

MEASURES

Committee of external 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

1 tax contributor in France.
Incorporation of the expectations of stakeholders in the Group’s strategy in line with the Raison d’Être.
Adherence by all the Group’s business lines to the Net Zero Banking Alliance (NZBA) of the United Nations Environment Programme France Initiative (UNEP FI).
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 education zones and annually hiring work-study participants through partnerships with schools at local level.
The Grameen Crédit Agricole Foundation for the economic development of rural areas in emerging countries.
€33.5 million dedicated to sponsorship actions and local and regional initiatives (Crédit Agricole S.A. scope in France and internationally).

Main SDGs* concerned

*Sustainable Development Goal

To find out more, see Business Model and Distribution of Value

CLIMATE AND SOCIAL ENVIRONMENT, NEW CHALLENGES The Stakeholders

EMPLOYEES AND EMPLOYEE REPRESENTATIVE BODIES

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

PARTNERS, SUPPLIERS AND PARTNER COMPANIES

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

SHAREHOLDERS, INVESTORS, ANALYSTS, INDIVIDUAL SHAREHOLDERS, RATING AGENCIES, ETC.

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

INDIVIDUAL CUSTOMERS, FARMERS, SMALL BUSINESSES, ENTREPRENEURS, CORPORATES, ASSOCIATIONS, LOCAL AUTHORITIES, ETC.

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

PUBLIC AUTHORITIES AND REGULATORS GOVERNMENT, INTERNATIONAL AND NATIONAL BODIES, REGIONS

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

CIVIL SOCIETY AND GENERAL PUBLIC NGOS, MEDIA, ETC.

MEASURES

CHALLENGES AND EXPECTATIONS IDENTIFIED

OUR ANSWERS

PUBLIC AUTHORITIES AND REGULATORS
GOVERNMENT, INTERNATIONAL AND NATIONAL BODIES, REGIONS

CIVIL SOCIETY AND GENERAL PUBLIC
NGOS, MEDIA, ETC.