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 2011

  • Make banking products and services more accessible for the visually impaired: audio recording of account agreements and banking rates via the web.
  • Continue to make ATMs1 and branches more accessible.

Highlights in 2010

  • 2,500 ATMs fitted with voice guidance systems.
  • 1,041,422 subscribers to electronic account statements.

Making banking more accessible to all customers

Societe Generale has set up a number of tools and services designed to make banking more accessible for all of its customers:
  • For clients who do not have a cheque book: Societe Generale's GENERIS service provides customers with a range of alternative means of payment, including a debitcard which is valid in France, the ability to carry out payment and debit transactions and bank cheques. At the end of 2010, 15,815 subscribed to this service.
  • 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, Societe Generale has set up a number of measures:
    • review of all existing structures in line with the new provisions,
    • 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 center,
    • as of the start of 2011, audio recordings of account agreements for individual customers will be available on the web.
      Over the course of the year, the service will be completed with recordings of banking rates for individual, self-employed and business customers.
  • For persons with a serious health risk: the AERAS agreement (s’Assurer et Emprunter avec un Risque Aggravé de Santé) governing 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.
Societe Generale's customer base spans across all income brackets in France.
Household income (brackets).
(main current account customers)
ALL
o/w Societe Generale
Households with an income of less than € 600 (e)
4,1%
3,1%
€ 600 to < 1,000 (e)
10,3%
6,1%
€ 1,000 to < 1,250 (e)
10,5%
8,0%
€ 1,250 to < 1,500 (e)
12,9%
11,5%
€ 1,500 to < 2,000 (e)
14,8%
14,7%
€ 2,000 to < 2,500 (e)
14,6%
16,6%
€ 2,500 to < 3,000 (e)
12,5%
15,5%
€ 3,000 to < 4,000 (e)
11,3%
12,9%
€ 4,000 to < 6,000 (e)
4,6%
6,2%
€ 6,000 (e) and above
1,4%
1,8%
Not declared
3,0%
3,6%
100,0%
100%
Source: OPERBAC 2008

Improved transparency

Societe Generale has instigated a number of measures to improve the transparency of commitments between the bank and its customers:
  • systematic signing of an account agreement with 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).
Societe Generale's transparent approach and ability to match its services to the needs of its customers are a key factor in the lasting relationships it enjoys with its clients.
ALL BANKS
o/w Societe Generale
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 more
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

Societe Generale offers a comprehensive range 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, Societe Generale retail customers can also obtain their statements in electronic format instead of 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 extra charge in relation to the paper statements sent by post,
  • they are easy to consult: clients are informed that their statements are available online through Logitel Net’s messaging service.
At the end of 2010, there were 1,041,422 subscribers covering 2,992,358 services (single customers may subscribe to several products requiring separate 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.
Launched on February 1, 2011, another web tool for business customers, Sogetrade & Services, has also dramatically reduced paper consumption. The new tool allows for the electronic management of documentary deposits and credits and eliminates the need for guarantees in paper format as they can now be consulted online. The portal will be further enriched with other services over the course of 2011.
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 online: account statements, list of services, transfer service, savings account statements and debit card statements