Quality services for a broad client base**

Objectives :
  • To establish lasting relations with customers that are tailored to their individual needs,
  • To constantly improve the quality of our services,
  • To proactively contribute to economic growth.
Priorities for 2010 :
  • Pursue measures to make ATMs1 and branches accessible for the disabled. Make one in two branches accessible for the disabled by the end of 2010.
Highlights in 2009 :
  • 1 300 ATMs fitted with voice guidance systems,
  • 843 706 subscribers to electronic account statements.
Making banking more accessible :
Société Générale has set up a number of tools and services designed to make banking more accessible for all of its customers :
- For clients that do not have a cheque book : Société Générale's GENERIS service provides customers with a range of alternative means of payment, including a debit card which is valid in France, the ability to carry out payment and debit transactions, bank cheques, etc.
- For the disabled : in accordance with Disability Act of February 11, 2005 governing equal rights and opportunities and the participation and citizenship of disabled persons in France, Société Générale has set up a number of measures :
  • Review of all existing structures in line with the new provisions,
  • The drawing up of a schedule for back fitting in line with both the regulatory deadlines and the constraints linked to the dense coverage of our network,
  • All new premises are now fully accessible for the disabled as of the time they are opened.
- For the visually impaired :
  • Systematic fitting of voice guidance systems and digital keyboards with raised characters on new ATMs1 and upgrading of existing machines,
  • Since mid-2008, the most frequently visited pages on the website for individual customers2 are compatible with Jaws, the screen reader tool most used by the visually impaired,
  • A free phone number (0 810 810 850) that puts visually impaired customers in direct contact with a customer call center.
- For persons with a serious health risk: the AERAS agreement (s’Assurer et Emprunter avec un Risque Aggravé de Santé) on credit and loan insurance for people with high risk medical problems makes it easier to obtain a loan (home and consumer) as banking and insurance professionals cover some of the additional premiums charged to those within the lowest income bracket,
- For new customers coming from another bank : the Service Bienvenue(Welcome Service) handles all of the formalities linked to the account transfer at no cost to the customer.
Société Générale's customer base spans across all income brackets in France. Household income (brackets).

Source : OPERBAC 2008
Improved Transparency
Société Générale has instigated a number of measures to enhance the transparency and comprehension of the bank's relationships with its customers :
  • Systematic signing of an account agreementwith all new customers and option for all existing customers of renewing their agreements,
  • Free leaflets on rates in all branches and the publication of rates on the web,
  • Symbols on account statements so customers can identify bank charges more clearly. Since January 2009, customers receive a yearly statement of bank charges,
  • Personalised terms for customers that have to cover major incident costs and that have suffered from a sharp drop in income following an accident (e.g. total or partial cut in bank charges).
Société Générale's transparent approach and ability to match its services to the needs of its customers is what enables it to develop lasting relations with its clients.
Length of time customers spend with a financial institution
ALL BANKS
dt Société Générale
Less than 1 year
0,9 %
1,3%
1 < 2 years
2,1 %
4,4 %
2 < 5 years
6,7 %
12,4 %
5 < 10 years
10,5 %
15,9 %
10 < 15 years
12,5 %
10,9 %
15 < 20 years
13,2 %
15,7 %
20 years and above
52,0 %
34,9 %
Not declared
2,1 %
4,6 %
100,0 %
100,0 %

Source: OPERBAC 2008
Cutting paper through the internet and information technology
Société Générale boasts a sophisticated offer of remote banking services. Retail customers can consult their accounts free of charge on the web, and subscribe to a number of products online, all under completely secure conditions and without the need for a scrap of paper.
Since October 2006, Société Générale retail customers can also obtain their statements in electronic format to replace the paper documents sent by post. There are a number of advantages to using electronic statements :
- They respect the environment : no need for paper or transport by post,
- They are practical : no need to file away endless amounts of paper, online statements are archived and may be consulted by clients for a period of ten years,
- They are free of charge: no additional expenses in relation to the paper statements sent by post,
- They are easy to consult : clients are informed that their statements are available for consultation online by the Logitel Net messaging service.
At the end of 2009, there were 843 706 subscribers covering 2 348 690 services (as a single customer may subscribe to several products requiring individual statements).
This offer is also available in other countries like New Caledonia for example.
Moreover, since 2005, paper account statements for business customers are now only sent on a monthly basis rather than twice a month, thereby substantially reducing the amount of printed documents each month.
Two internet tools for business customers have also dramatically reduced paper consumption :
  • Sogetrade Net, thanks to the electronic management of documentary operations (documentary credits and "stand-by" import/export letters of credit),
  • Sogecaution Net, which eliminates the need for guarantees in paper format as they can now be consulted online.
For all aspects linked to customer relations, knowing the customer, claims and mediation
** In line with our Global Compact commitments
NOTES
  1. Automatic Teller Machines
  2. Pages available for consultation: account statement, list of services, transfer service, savings account statement, and debit card statement.
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