Trends, risks and opportunities

Ongoing dialogue with 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 and employee representative bodies

    Measures

    • An accountability index (IMR), a tool to measure our cultural and managerial transformation on an annual basis (Crédit Agricole S.A.).
    • A 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.
    • Sharing value.

    Main Sustainable Development Goals concerned

    SDG 3. Good health and well-being SDG 5. Gender equality SDG 8. Decent word and economic growth SDG 10. Reduced inequalities

    Our answers

    • Ambitious youth plan with the inclusion of 50,000 young people by 2025.
    • Support for cultural and managerial change.
    • Teleworking Agreement/Charter in the entities.
    • 2.5 million hours of training completed in 2023.
    • Sharing value especially with regular capital increases reserved for employees.
    • Dedicated support for people with disabilities and signing of the 7th Agreement for the Employment of People with Disabilities.
    • Raising awareness of inclusion among employees.
    • Renewal of the global agreement with UNI.

  • Individual customers, farmers, small businesses, entrepreneurs, corporates, associations, local authorities etc.

    Measures

    • Processes to listen to customers, monitoring customer satisfaction as measured by 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

    • Ensuring an omnichannel relationship that places customers and their smartphones at its core, where human responsibility provides confidence, discernment and situational intelligence.
    • Protecting our customers and securing their life trajectories.
    • Proposing solutions in the interests of our customers and society (societal and environmental challenges).

    Main Sustainable Development Goals concerned

    SDG 8. Decent word and economic growth SDG 9. Industry, innovation and infrastructure SDG 10. Reduced inequalities SDG 12. Responsible consumption and production

    Our answers

    • 2023 NPS up or stable across all markets.
    • Offers adapted to all of our customer profiles (from entry-level to wealth management and from VSBs to large corporates).
    • Simple offers with the best use value/price ratio adapted to life milestones (e.g. Youzful platform, Blank, Ma Banque au Quotidien etc.).
    • Offerings that are responsible by nature (e.g. Livret Engagé Sociétaire, J’écorénove mon logement etc.).
    • Quality services accessible autonomously (website, mobile app) and/or from dedicated and empowered points of contact.
    • A complete range of insurance, broadened via the diversification of core offerings and the development of the healthcare and healthy ageing segments (Crédit Agricole Santé & Territoires – Healthcare and Regions).
    • Global approaches to our customers’ core needs, such as real estate (complete solutions integrated into the bank) and wealth (e.g. Path to Wealth).
    • Human support at the service of customers: expertise, advice and tailoring.
    • Customers who have full control over their data, in accordance with the Group’s charter for personal data use1.

    1See the Group’s charter for personal data use

  • 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.
    • Approach aimed at decarbonising of purchases of goods and services.

    Main Sustainable Development Goals concerned

    SDG 8. Decent word and economic growth SDG 9. Industry, innovation and infrastructure SDG 10. Reduced inequalities SDG 12. Responsible consumption and production SDG 13. Climate action

    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.
    • Survey and meeting with suppliers every year.

  • Shareholders, investors, analysts, individual shareholders, rating agencies etc.

    Measures

    • Regular meetings between Executive Management and investors and analysts.
    • Relationships established with financial and non-financial rating agencies.
    • Dialogue with individual shareholders (Shareholder Club, Liaison Committee, shareholder meetings, monthly newsletters).
    • Annual General Meeting.

    Challenges and expectations identified

    • Transparency, reliability, clarity and comparability of information.
    • Strength and profitability of shares over the long term.
    • Responsible governance.
    • Prudent risk management.

    Main Sustainable Development Goals concerned

    SDG 8. Decent word and economic growth SDG 16. Peace, justice and strong institutions

    Our answers

    • Equity and debt, governance and ESG roadshows and conferences.
    • Regular thematic workshops (including the Climate Workshop on 14 December 2023).
    • Publication of quarterly results, Universal Registration Document, Integrated Report.
    • Toll-free number for individual shareholders.
    • Shareholders’ meetings in the territories of the Regional Banks.
    • Balanced distribution policy.

  • Public authorities, regulators, Government, international and national bodies, regions

    Measures

    • Regular relations with banking and financial supervisory and regulatory authorities.
    • Participation in the industry consultations.

    Challenges and expectations identified

    • Respecting regulations.
    • Compliance.
    • Transparency.
    • Setting-up of control and anti-corruption systems.
    • Working in the interests of customers and society (loyalty).
    • Development of the ESG framework.

    Main Sustainable Development Goal concerned

    SDG 16. Peace, justice and strong institutions

    Our answers

    • Permanent dialogue with the ECB and the ACPR (on risk and compliance issues) and participation in stress test exercises.
    • Detailed publication of financial results and information on major transactions.
    • Publication of a Universal Registration Document.
    • Establishment of a whistleblower website accessible to all.
    • Suspension of activities in non-cooperative countries and territories.
    • Launch of product governance workstreams.
    • Implementation of the Sustainable Finance programme.

  • Civil society, general public, NGOs, media etc.

    Measures

    • Committee of external scientific experts, made up of 11 experts recognised in their field, which meets regularly to provide input on Crédit Agricole S.A.’s environmental strategy.
    • Regular dialogue with NGOs, in particular on climate strategy, human rights and deforestation.
    • Creation of a CSR barometer every two years, conducted with 5,000 participants.
    • Participation in trade shows.
    • Media relations and social media presence.

    Challenges and expectations identified

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

    Main Sustainable Development Goals concerned

    SDG 3. Good health and well-being SDG 4. Quality education SDG 5. Gender equality SDG 11. Sustainable cities and communities SDG 13. Climate action

    Our answers

    • Membership of all Group business lines in four Net Zero Alliances in the financial sector.
    • Adherence to the Principles for Responsible Banking and Principles for Responsible Investment.
    • Support for culture, sport and solidarity with sports sponsorships, and the “Sport as a school of life” programme.
    • A “Plan Jeunesse” programme for young people with 50,000 young people to be welcomed by 2025, welcoming interns from schools in priority education networks and annually hiring work-study participants through partnerships with local schools.
    • The Grameen Crédit Agricole Foundation for the economic development of rural areas in emerging countries.
    • €65.1m dedicated to sponsorship actions and local and regional initiatives (Crédit Agricole Group scope).