corporate social responsibility complete report France ... - Orange

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economic data geographic breakdown of turnover 2009 breakdown of activity in millions of customers international carrier and shared services 1.9% enterprises 13.9% rest of the world 15.6% Spain 7.5% Poland 7.4% France 43.7% United Kingdom 9.9% fixed line services 46.1 internet (excluding broaband) 0.5 broadband 13.5 mobile 132.6 evolution of turnover (in billions of euros) 60 50 40 48.1 51.7 53.0 51.9 50.9 6.4 5.1 5.0 breakdown of number of customers in millions 80 70 60 50 40 30 20 10 0 70.4 France 17.4 United Kingdom 24.4 Poland 13.8 Spain The figures included at the end of the 2009 social accounts do not integrate the United Kingdom’s activities – which have been unset due to the fusion of Orange and T-Mobile in the United Kingdom. The adjoining figures thus relate to the consolidated Group outside of the United Kingdom, presenting a turnover of 45,944 million euros in 2009. The total group turnover including the United Kingdom rose to 50,952 million euros in 2009. 4.1 Belgium 11 Romania creating value for our stakeholders customers France Telecom M€ €45,944 million in turnover 1.6 Switzerland 18.1 Egypt 2.9 2.8 4.9 Slovakia 30 20 10 0 Dominican Republic sum allocated to stakeholders sum reinvested into the Group to ensure its durability Senegal 2.6 4.1 2.2 Jordan Republic of Côte d'Ivoire Madagascar 46.6 2005 (1) 2006 (1) 2007 (1) 2008 (2) 2009 12.4 rest of the world employees: €8,525 million (labour costs) suppliers: €19,170 million (purchase of goods and services) shareholders: €3,752 (paid dividends) banks and bondholders €2,160 million (fi nancial charges) public authorities: €2,272 million (duties and taxes) corporate philanthrophy: €16 million net tangible and intangible investment: €5,887 million R&D expenditure: €862 million 46.8 45.9 Group Consolidated Group (except United Kingdom) United Kingdom fixed lines internet mobile (1) By past data. (2) On a comparable basis. 102 / report appendices
% (yearly average) 2G & 3G coverage of population, in 2009 100 80 60 40 20 0 2G 3G France United Kingdom Spain Poland Belgium Switzerland Romania Slovakia Moldova Egypt Jordan Mauritius Senegal Madagascar Mali mass market customer satisfaction Source: CET (Customer Experience Traking). mobile services customer satisfaction rate (customer’s perceived quality) broadband internet customer satisfaction rate (customer’s perceived quality) Countries 2005 2006 2007 2008 2009 France 67% 70% 74% 73% 71% United Kingdom 75% 79% 78% Poland 75% 71% 75% 72% Spain 61% 61% 63% 65% Belgium 81% 86% 86% 81% 81% Switzerland 77% 77% 82% 79% 75% Romania 91% 92% 91% 88% 90% Slovakia 79% 75% 77% 77% 75% Countries 2007 2008 2009 France 73% 72% 70% United Kingdom 69% 67% 69% Poland 58% 63% 68% Spain 67% 58% 61% business customer satisfaction Source: CLI (Customer Loyalty Index). evolution of CLI in France 7.8 7.6 7.4 7.2 7.0 6.8 6.6 6.4 6.2 6.0 5.8 5.6 7.2 7.2 7.0 7.0 S1 08 S2 08 S1 09 S2 09 CLI overall satisfaction recommend purchase intention choose 1 st time evolution of international CLI 8.0 7.8 7.6 7.4 7.2 7.0 6.8 6.6 6.4 6.2 6.0 7.2 7.4 7.5 7.6 S1 08 S2 08 S1 09 S2 09 CLI overall satisfaction recommend purchase intention choose 1 st time 103
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corporate social responsibility com
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Chairman’s message Didier Lombard
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what are the challenges? Four major
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our core mission In this digital so
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an ambitious long-term strategy We
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creating value Beyond the ethical d
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CSR organization within France Tele
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identifying major risks Each Group
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a stronger dialogue Listening to an
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looking out for all our employees a
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24 towards a new social contract 26
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focus A negotiation on the applicat
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focus 11 new professionalization pa
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esponding to social issues Our Grou
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More than 80 Orange managerial staf
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2010 roadmap objectives deadline Em
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making quality the priority Any hig
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gaining our customers’ loyalty Or
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support for new usages With technol
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ensuring the security of exchanges
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Spain where Orange has formed a par
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tackling the issue of radio waves F
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esponsible procurement principles T
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2009 report objectives disclosed in
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Page 61 and 62: focus three new public-private part
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Page 74 and 75: eing exemplary We have made a commi
Page 76 and 77: implementing our environmental poli
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Page 100 and 101: external assessment Report of one o
Page 104 and 105: social data indicators GRI scope (i
Page 106 and 107: zoom in on France, FTSA only (infor
Page 108 and 109: environmental data energy consumpti
Page 110 and 111: environmental performance indicator
Page 112 and 113: an international group (as of Mai 4
Page 114 and 115: glossary AA1000 Accountability 1000
Page 116 and 117: to learn more Group websites France
Page 118 and 119: France Telecom - Corporate Social R
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corporate social responsibility complete report France ... - Orange

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