| Stakeholders | Expectations | Type of relationship | Examples of dialogue and reporting |
| Public authorities (France and abroad) | - Contribute to the development of ethical, fair and transparent business practices and implement them - Contribute to regulatory projects | 3 | Consultation meetings |
| Regulatory authorities in the countries where we operate | 4 | Inspection and control assignments carried out by the regulators |
| Professionnal bodies | 3 | Interprofessionnels working groups |
| International organisations and institutions | - Comply with signed commitments - Contribute to the development of global governance | 3 | Participation in UNEPFI, Global Compact, OECD, etc, working groups |
3 | Meetings with EPFI and financial establishments. |
| Shareholders, investors (individual and institutional) | - Offer levels of remuneration that are sustainable in the long term and in line with market rates as part of a global risk management strategy - Supply transparent information - Make it easier for shareholders to execise their responsability | 4 | AGMs, (Annual General Meeting), annual reports, quarterly results, etc. |
4 | Shareholder meetings; Shareholders' Club, Shareholders' Consultative Comittee, etc. |
| Financial and non-financial ratings agencies | 2 | Road-shows, meetings with financial and non-financial ratings agencies, participation in rating agency surveys and questionnaires. |
| Customers | - Develop honest, fair and transparent business relationships - Promote the development of CSR best practices | 2 | Customer advisor meetings telephone advisors, home banking, senior bankers, etc. |
1 | Customer Relations Department, ombudsman since 1996 |
| 5 | Satisfaction surveys at a local and national level. |
4 | Social and environmental evaluations (project finance). |
| 4 | Customer support |
| 4 | Investors that subscribe to the PRI by replying to their questionnaires. |
| Suppliers | - Promote the development of CSR best practices | 1 | Calls for tender, specifications (notably including environmental clauses), supplier questionnaires, etc. |
3 | Development of the EcoVadis database of E&S supplier analyses to make further progress |
| Employees | | - Promote the personal and professional development of our employees | | 4 | Individual meetings with HR managers, appraisal process, etc. |
5 | In-house satisfaction surveys
2011 employee satisfaction survey |
2 | Conferences, Amicales des cadres, etc. |
| Employee representative bodies | - Maintain in-depth social dialogue | | European Works Council, Group Committee, CCUES, Establishment Committees, CHSCT, etc. |
| Meetings with trade union organizations (249 framework agreements in 2011) |
| Internal Equality Commission (CPRI). |
| Board of Directors (staff-elected directors) |
| Retired employees | - Maintain a social link with former employees who have contributed to the Group's development | 2 | Sogénews internal newsletter, etc. |
3 | Amicale des retraités, (pensioners' association) is in close contact with the Corporate Resources and Human Relations Department |
1 | Pensioners' association has access to the Group's communications resources |
3 | Through Talents et Partage, retired and current employees work together on various charity and social initiatives. |
| Consumer associations | - Develop non-discriminatory and transparent business practices - Communicate on our product policy | 3 | Financial sector consultative committees |
| 2 | Websites |
2 | Responses to requests (via the Press, Quality and Marketing Departments, etc.)Partnership with CRESUS to protect those exposed to excessive debt. |
| Environmental/human rights NGOs – civil society | - Adopt a socially responsible approach - Comply with the Group's commitments to the community and the environment | 4 | Corporate sponsorship, long-term partnerships with associations and NGOs |
2 | Responses to requests (via the Press, Sustainable Development and Sponsorship Departments, etc.) |
3 | Working groups with different NGOs |
