We are attentive to our customers
Thanks to a long-term, high-quality customer relationship
Our teams are attentive to our customers' needs in order to meet their expectations in terms of accessibility, responsiveness, and quality of service.
- A high Net Promoter Score (NPS):
- greater than 50 after interaction with our customer advisors.
- greater than 40 for interactions via our brands' mobile or Internet applications.
We also ensure that we provide precise responses to dissatisfaction expressed through a complaints system available in all Group entities.
- 60% of complaints processed within 10 days or less (compared to an average processing time in 2017 of 16 days in the banking sector).
By guaranteeing a high level of protection
We ensure the protection of our customers' data through our Group Information Systems Security Policy (PSSI-G), and work in parallel to combat cybercrime.
By taking steps to enhance financial inclusion
We aim to provide access to banking services for all. As a result, we create the conditions for more inclusive finance through various measures: actions in favor of customers faced with financial fragility or disability, the promotion of personal or professional microcredit solutions, etc.
- No.1 bank for protected persons,
- No.1 operator for microloans accompanied by support measures in France.