The Regional Banks

To be there for their customers in good times and in bad

As a universal and mutualist bank, Crédit Agricole seeks to serve all of its customers, including those who have encountered an accident of life. Through Points Passerelle, the group listens to customers and offers mediation with its banking and financial expertise, where employees and/or elected officials meet with, guide and support needy customers. To be eligible for this support, individuals must be prepared to take charge of their difficulties - a necessity for the system to work.
Twenty - more than half - of the Regional Banks, have so far instituted this system, which was initiated in 1979 by the Caisse Régionale du Nord-Est. At the end of 2008, there were 33 active Points Passerelle.

First financial partner of the French economy, the Crédit Agricole maintained its commitment with its customers against a backdrop of economic crisis. It has initiated and an implemented action aimed specifically at small companies, and has increased of about 20%¹ outstanding loans granted to SMEs/SMIs.
As the leading provider of financing to farming and agrifood sectors, Crédit Agricole has stayed by the side of its historical customers, including during difficult times.

 

Offering responsible products

"Alternative" Financing

In 2007, Crédit Agricole launched the energy conservation loan (PEE) to finance energy-efficient improvements to existing residential property. At end-2008, nearly 30,000 Regional Bank customers had taken out a “PEE”, compared with 6,300 at end-2007, for a total of €300 million.
The zero-interest Eco-loan (Eco PTZ), the Grenelle de l’Environnement flagship loan, was marketed by the Regional Banks retail network starting on 1 April 2009. The Eco PTZ finances renovation work to boost energy efficiency and lower greenhouse gas emissions in older homes. It is not subject to any ceiling on the borrower's income.

"Alternative" saving

Since the beginning of 2007, all the branch networks have offered their customers the "Livret développement durable" ('LDD' sustainable development passbook account), as required by law. Customers can build up to €6,000 in savings in their 'LDD' (formerly known as "Codevi"). Today, nearly 7.5 million Regional Bank customers have an 'LDD' with aggregate deposits of over €22 billion.

"Alternative" investments

Solidarity funds or socially responsible investment (SRI) funds are also offered to all Crédit Agricole customers:

- SRI funds, with portfolios consisting of equities in companies that have the best track record in sustainable development. For example, are offered equity funds (Eurosociétale, Europe Gouvernance, CAAM Actions Durables), theme funds (CAAM Funds Aqua Global, an SRI fund focused on water, CAAM Funds Clean Floor, an SRI fund concentrated on clean technologies), and a bond fund (Oblideam Eurospreads),

- Shared-return funds, as Pacte Solidarité Logement and Pacte Vert Tiers Monde. A part of the profits are reverted to the “Fondation Solidarité Mutualiste” in exchange for a tax deduction.

- A "social entrepreneurial" products, such as the danone.communities mutual fund, 90 % invested in SRI equities in the eurozone, and 10% in a venture capital fund in which the investments are concentrated in projects with a high social impact, in keeping with the missions of the Danone Group.

Listening to our customers

The Regional Banks regularly employ monitoring tools in order to listen their customers:

• satisfaction polls (Météos régionales, branches). So far, more than 500,000 clients from around twenty Regional Banks have been consulted;
• a national biannual survey. In 2008, 80 % of the clients polled were satisfied or very satisfied. This score is in line with the average of the banking sector.