RepoRt on - BNP Paribas

n services for retired customers
bnP Paribas has designed a practical
guide to help customers taking retirement.
the guide, which is available in
branches, gives useful information about
retirement and what steps to take, and
advice about organising finances and
budgeting in order to ensure the best
quality of life.
during retirement, bnP Paribas offers
financing solutions to help retired people
fulfil their plans as regards housing and
vehicles. it offers savings solutions to
supplement their income, along with
advice on how to maximise and pass on
their assets. bnP Paribas also publishes a
practical guide to estate planning.
Products and services focusing on protecting
customers, their loved ones and
property are available.
bnP Paribas also offers complementary
health insurance, with coverage tailored
to retired people. the aveilla remote assistance
service helps elderly, isolated
and vulnerable people to continue to
live at home, and the Protection Habitat
alarm and remote surveillance service
protects their homes.
bnP Paribas obsèques is an insurance
policy that pays out a lump sum to cover
the policyholder’s funeral expenses.
bnP Paribas offers other services to
simplify day-to-day life. the servissimes
personal service offering enables customers
to call upon professionals to
do certain occasional tasks or provide
regular assistance, for example with
housework, gardening, cooking, travelling
and shopping.
this range of products and services
means that bnP Paribas is a major player
in the market for retired people.
Mirò and EduCare projects
in 2009, bnl developed a new, simplified,
advice process called mirò, along
with educare, which develops useful
dialogue between customers and banking
staff through individual meetings in
branches. the range of ethical products
has been expanded. retail banking has
also seen the development of more
advanced atms, more welcoming and
more environmentally friendly branches,
and a huge staff training effort, involving
2,000 days of training.
the quality approach
building client loyalty
numerous studies have revealed a
strong correlation between clients’
perception of service quality and their
loyalty, which is a major component of
profitability in retail banking. enhancing
the quality of client relationships is
therefore part of the group’s strategy
and provides a framework for its sales
initiatives.
n bnp paribas: the bank
with the most loyal customers
a survey about how satisfied french
people are with their banks was published
in late 2009 by the Le Parisien
and Aujourd’hui en France newspapers.
research company cegma
topo asked customers who had
received their annual summary of
bank charges if they were considering
changing banks as a result. more than
half of those surveyed were considering
changing banks, but bnP Paribas
clearly stood out as the bank with the
most loyal customers. less than a third
(30%) of bnP Paribas’ customers were
considering changing banks, as opposed
to 47% at other banks.
increased certification efforts
bnP Paribas leads the banking and insurance
sector in terms of iso certification,
with more than 70 certifications (1) :
— world leader in iso 9001 certification
within the banking and insurance
sector.
— first bank with dual iso 9001 and
iso 20000 for the provision of it
services.
— first french bank with iso 14001 certification
for its accueil & services
branch model.
the list of all of the group’s iso 9001 certifications
can be seen at www.quality.
bnpparibas.com.
iso 14001 certification for the accueil
& services concept, adopted by
1,325 branches in france (see the “impact
on the natural environment” section),
gives the group a large lead in terms of
environmental management.
(1) This leading position is based on global ISO Survey data, and on data from Afnor Certification and Bureau Veritas, which
operate globally and currently account for 75% of the French certification market.
59 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility
bnp paribas
securities
services:
innovation
through
electronic
notices of
meeting
bnp paribas securities
services is providing a new
service for issuer customers,
by sending out electronic
notices of meeting, i.e.
e-mail invitations to attend
their Agms. this is the first
system of its kind in france.
it enables shareholders to vote
online via a special website.
the new system saves time,
as well as paper and energy,
and enhances the dialogue
between shareholders and
their companies.