RepoRt on - BNP Paribas

RelationS
With ClientS
and SupplieRS
closely-attuned relationships
listening to clients
and meeting their needs
Anticipating client expectations
a personalised approach, using diagnostic
tools to make products better suited
to the needs of each client: preparing
investment plans, protecting assets and
appraising pension provision, to meet the
requirements of 6.5 million personal and
private-banking customers in france. we
also offer a range of services, from startup
financing to loans and investment solutions,
for 565,000 small businesses, entrepreneurs
and non-profit organisations.
we support our 22,000 corporate and
institutional customers with key account
managers based in 27 business centres.
we offer customised solutions by crossselling
services from other group businesses,
particularly corporate and investment
banking and cash management.
bnP Paribas’ consumer surveys unit brings
together a network of group entities specialised
in market surveys, some of them
authorities in their fields. these include
the cetelem observatory for consumer
spending and the corporate vehicle
observatory set up by arval service
lease. the synergies offered by this network
lead to a better understanding of
different consumer profiles and retail
channels, as well as customer satisfaction.
this research helps us to calculate
leading indicators of likely developments
in consumer behaviour and lifestyles. the
resulting indicators make us more able
to innovate in our range of products and
services and in our distribution methods.
demographic and social changes, new
information technologies and an increasingly
nomadic lifestyle have given rise to
increasingly diverse demand in various
customer segments. bnP Paribas is ex-
pected to provide greater convenience
and responsiveness, and to offer a wide
range of choice based on each client’s
particular circumstances.
cetelem observatory
in 2009, like every year for the last twentyfive
years, the cetelem observatory
published the results of various surveys
of the property market, the european
auto market and consumer spending in
12 european countries.
n cetelem observatory:
property market
owning a home is a priority for 34% of
those surveyed, a dream for 25% and a
natural event for 20%. compared with the
53% of french people who already own
their home, these figures show that the
property market has significant room for
growth. 79% of people would like to own
their home, but only 53% actually do, a
gap of 26 points.
n cetelem observatory: auto market.
the focus is on low-cost vehicles
29% of europeans surveyed are considering
buying a low-cost car. However,
beneath this large figure lie wide variations
between countries. the Portugal,
the uK and spain have the largest proportions
of those intending to buy a lowcost
car, i.e. over a third.
in france, in 20 06, the cetelem
observatory revealed that 5% of french
consumers were ready to buy a low-cost
vehicle as their main car. since then,
low-cost vehicles have become much
more popular, and the figure has risen
to 18%.
n cetelem observatory: consumer
spending. spending smarter, not less
the global recession has prompted people
to improve their consumption habits,
for themselves, others and the planet.
56 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility
they are not seeking to cut consumption,
but they want to consume in a more
responsible way. three underlying trends
are emerging: organic, fair-trade and second-hand.
38% of europeans say that they
regularly buy organic products. 10% claim
to buy fair-trade products on a regular basis,
and 60% have bought second-hand
books, cds or video games.
Arval and carbon
offsetting
carbon offsetting has been developed
by Arval as an extension of its measure
& management offering. as it does for itself,
Arval enables fleet managers to set multi-year
emissions reduction targets, and to offset
any overshoot in a given year. the same
offsetting mechanism can be offered
to companies and organisations wanting
a “zero emissions” position, in which case all
co 2 emissions are offset. Arval selected this
option in 2009, offsetting all emissions from its
own vehicles in all countries. it did so using
a diverse range of methods depending
on the country, working with various
specialists and certified ngos, or through
the certificates market with the support
of bnp paribas carbon finance.