Customer satisfaction

Within each of the main customer segments serviced by our Retail Banking network (individuals, professionals and businesses), Société Générale, its specialized subsidiaries (Sogecap, Sogessur, etc.) and Crédit du Nord have been surveying their respective customers as well as those of our competitors for some ten years now in order to assess their level of satisfaction. The survey covers the level of overall customer satisfaction, but also the level of satisfaction as regards the different aspects of banking relations (branch, advisor, telephone and internet banking, products, pricing policy). Moreover, the importance of each of these aspects in the level of global customer satisfaction is calculated on the basis of various statistics.The survey also questions customers as to their intentions in terms of loyalty and to what extent they are happy to recommend the bank to their various acquaintances.
These nationwide surveys are further complemented by the annual customer satisfaction surveys carried out by the Group's branch network (100,000 individual clients and nearly 13,000 professional clients surveyed by Société Générale, 40,000 by Crédit du Nord) which focus on how customers rate the bank's services and their relationship with their account managers. The results of these surveys are then used to define an intensive series of campaigns and training within each of the networks based around the priority theme of customer satisfaction. At Crédit du Nord, each branch manager is set the target of improving customer satisfaction ratings - a criterion that is taken into account in their performance appraisals.
Other, more targeted studies and surveys also come into play (observatory of former clients that have left, new clients' barometer at Crédit du Nord, post-call surveys by the multimedia Customer Relations Centers, etc.).
In addition, in order to obtain a more exhaustive diagnosis of the expectations and level of satisfaction of its individual clients (business or Private Banking customers), one-on-one interviews (Customer Review Process) were set up a few years ago within the Société Générale and Crédit du Nord networks as well as within SG Private Banking France.
All of these analyses are submitted several times a year to the Supervisory Committees of the divisions concerned and followed up by targeted action plans.
Finally, this policy, which places the customer at the centre of our concerns, is also deployed overseas by our Retail Banking Outside France branches.
Tableau "Results of the customer satisfaction surveys"
Scores out of 100 SG 2006 CDN 2006 Sector average 2006* SG 2007 CDN 2007 Sector average 2007* SG 2008 CDN 2008 Sector average 2008*
Individual customers (1) 71 76 69* 71 75 70* 69 76 69*
Professional customers (2) 62 69 62* 62 69 62* 61 69 63*
Business customers (3) 64 66 61* 62 68 62* 61 67 65*
Source: Competitive Barometer – 2006, 2007 and 2008 waves - CSA.
*competitive average (excluding CDN and SG).
NOTES
  1. sample range of 5,000 individual customers of the main French banks in terms of gender, age, profession, region, town/city of residence and customer segment for SG and CdN
  2. sample range of 3,500 professional customers of the main French banks in terms of activity, payroll, region, town/city of residence and according to their access to banking products and services
  3. sample range of 2,700 business customers of the main French banks in terms of sector of activity, region and listing as well as according to their access to banking products and services
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