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With the Charter on the Use of Customer Data, the Crédit Agricole Group is establishing a strong position with the formal drafting of a charter.

The use of personal data is a key social issue and a source of concern for eight in ten French people. The Crédit Agricole Group made a commitment to its customers by publishing a charter at the end of 2016 and implementing it on 1 January 2017.

The Crédit Agricole Group, the French population’s number-one bank, sought to differentiate and establish a strong position so as to protect the personal data of its customers. The supervised use of those data will be carried out in complete security at the Group and with the sole aim of improving customer service. The Charter, co-built with Crédit Agricole’s customers, is based on five principles:

  • Usefulness and loyalty: the Group commits to using data in the interest of its customers with a view to offering personalised offers and advice as well as better-quality service and providing customers with what they need to make well-informed decisions.
  • Ethics: the Group commits to acting in an ethical and responsible matter concerning personal data and to not selling the personal data of its customers.
  • Transparency and information: the Group commits to explaining how data is used in a clear and transparent manner.
  • Control in the hands of customers: the Group commits to leaving the control and use made of their data in the hands of customers. It is announcing the launch in 2017 of a project to create a secure customer area dedicated to the management of their data.
  • Data security: data security remains the Group’s priority.

Commenting, Bertrand Corbeau, Deputy Managing Director, Head of Development, Client and Innovation, said: “With the question on everyone’s lips being the protection of their private lives and personal data, our Charter is based on the firm conviction that the use of data as part of a defined framework is legitimate only where it is in the interest of our customers. We want to be a ‘true partner’ to our customers and safeguard the substantial store of trust placed in the Group.”

The Charter will be disseminated to all employees and given to Group customers by their advisors in key moments of the relationship.

Download the Charter:

A Charter co-built with Crédit Agricole customers

Main phases:

- Analysis of society based on surveys in France and internationally and on interviews with experts (academics, computer scientists, sociologists, etc.)

- Interactions with a panel of French people of all ages and socio-occupational categories in three French cities (Paris, Nantes, Dijon) to ensure that their needs were properly taken into account

- Participation of the panel in the drafting of the Charter

==> A simple, shared and universally understandable Charter that corresponds to the needs of our customers   

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