Quality services for a broad client base **

Objectives:
  • lasting relations with customers that are tailored to their individual needs
  • constant improvement in the quality of services
  • positive participation in economic growth
Priority:
  • pursue measures to make ATMs1 and branches accessible for the disabled (2009 objective : +33% of ATMs fitted with voice guidance systems)
2008 highlights:
  • 600 ATMs fitted with voice guidance systems by the end of the year
  • 656,041 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 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 the 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 ATMs 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 centre.
- 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 Welcome Service (Service Bienvenue) handles all of the formalities linked to the account transfer at no cost to the customer.
Société Générale's customer base spans across all of France's income brackets.
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.
Populations
SG clients
Lengh of times as clients
Less than 1 year
0,9%
1,3%
1 and less than 2 years
2,1%
4,4%
2 and less than 5 years
6,7%
12,4%
5 and less than 10 years
10,5%
15,9%
10 and less than 15 years
12,5%
10,9%
15 and less than 20 years
13,2%
15,7%
20 years and more
52,0%
34,9%
Non déclaré
2,1%
4,6%
100,0%
100,0%
Income
% of households with monthly income of less than € 1,000 14.4% 9.2%
% of households with monthly income of between € 1,000 and € 1,500 22.9% 19.5%
% of households with monthly income of between € 1,500 and € 2,000 14.8% 14.7%
% of households with monthly income of over € 2,000 47.9% 56.6%
100% 100%
Source: OPERBAC 2008
Improved transparency
Société Générale has instigated a number of initiatives to enhance the transparency and clear commitment between the bank and its customers:
  • systematic proposal of an account agreement to all new customers and offer to all existing customers to renew their agreement;
  • free leaflets on rates in all branches and the publication of rates on the web;
  • symbols on account statements so customer can identify bank charges more clearly. As of January 2009, customers will receive an 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 (total or partial cut in bank charges).
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 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 during 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.
The bank’s electronic statements offer has proved very successful with its clients. At the end of 2008, there were 656,041 subscribers covering 1,728,103 services (as a single customer may subscribe to several products requiring individual statements).
This offer is also available in other entities 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.
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**As per our commitment under the Global Compact
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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