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- Crédit Agricole, a committed patron
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- Sustainable development and environmental considerations: Crédit Agricole S.A.'s commitments
- Cultural philanthropy: a deeply rooted tradition at Crédit Agricole
- Aid to developing countries: a long-term commitment
- Solidarity is central to our mutualist values
- Supporting education
- Encouraging staff involvement
NEWS
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18.01.12
“Say yes to recycled paper” with WWF, a must-see exhibition
To understand the issues affecting paper consumption, an exhibition entitled “Say yes t... (+) -
13.07.11
Crédit Agricole’s corporate social commitment with respect to carbon offset.
The approach allows Crédit Agricole to offset its irreducible CO2 emissions by supporti... (+)
Content
Developing a balanced relationship with customers
Our ambition at Crédit Agricole is to offer our customers the right product at the right time , in accordance with their interests. To do so, we devise appropriate solutions and carefully track customer satisfaction.
Acting in our customers' interests
We scrupulously ensure that our products and services are prepared in accordance with laws, regulations, codes of conduct and internal procedures relating to banking and financial activity.
Offering useful products
We endeavour to offer products suited to our customers' needs , like Good Loc’ , a rent guarantee scheme for young people marketed through Crédit Agricole branches, and the Contrat de Reconnaissance , a customer loyalty scheme invented by LCL.
Measuring customer satisfaction
For several years now, the Group companies have been developing their own barometers and surveys to measure customer satisfaction and define priorities for improving it.
Satisfaction surveys: good results
Crédit Agricole regional banks
80% of respondents are satisfied or very satisfied with their bank
Crédit Agricole Assurances
95% of respondents in 2009 were satisfied with the way claims were handled
Finaref
67% of customers are entirely satisfied with their contact with Finaref (H1 2009 figures)
Sofinco
8.85 / 10: the satisfaction notation given by customers taking out a loan (2009 figure)
Each entity has also introduced measures appropriate to its business line to optimise the tracking and processing of customer complaints .
Providing a service to the most fragile
In our consumer credit business, we meet the expectations of our private customers by giving them access to credit on terms suited to their situation and financial capacity.
- Sofinco has set up a national assistance agency dedicated to borrowers with too much debt. Some of our staff are also voluntary members of overindebtedness committees.
- Finaref is a partner of Archime'd, an association that promotes responsible borrowing/lending and debt control in order to combat social exclusion by helping people without access to credit.
- In Poland, Lukas Bank has increased the number of staff at its call in order to answer customers' questions efficiently and quickly find solutions for rescheduling their repayments.