2012 Registration document and annual financial report - BNP Paribas

7ARESPONSIBLE BANK: INFORMATION ON BNP PARIBAS’ ECONOMIC,SOCIAL, CIVIC AND ENVIRONMENTAL RESPONSIBILITYEconomic responsibility: financing the economy in an ethical mannerIn SwitzerlandBNP Paribas’ Responsibility Charter has been integrated into its key commercial documents, notably products brochures and pricing information,as well as investment proposals that are sent to customers.These mechanisms have helped improve customer satisfaction, which has increased in all domestic markets.➤ CUSTOMER SATISFACTION TREND80%78%76%74%72%French Retail BankingBNP Paribas FortisBGL BNP ParibasBNL70%68%66%64%62%60%2008 2009 2010 2011First satisfaction survey of customers in debt recoveryThe challenge in maintaining customer loyalty and satisfaction,particularly when they encounter problems – either temporary oron a regular basis – is a key point for Cetelem. Therefore a surveywas set up to measure and monitor performance and set quantifiableimprovement targets. It was conducted by Ipsos in May 2012 amongCetelem customers in France who had experienced the processingof a missed payment in the preceding three months. 451 customerswere interviewed. The sample was representative of Cetelemcustomers in amicable recovery phase between the second and theseventh missed payment. The main conclusions of the survey showthat 69% of customers were satisfied overall and 67% appreciatedthe proposed solution.7Greater transparency in the Bank’s offeringSince 2011, the retail bank has aimed multiple actions at customers tohelp them realise their plans, while prioritising the protection of theirinterests.This is reflected in dialogue mechanisms and education workshops setup to improve the transparency of the bank’s offering and customerunderstanding of banking products.In France “Straight Talk” (“Parlons vrai”)This initiative, launched in 2011 in order to respond to the many questionsfrom individual customers and their need for transparency and simplicity,led to the establishment of a two-part dialogue mechanism consisting of:■ a permanent website, www.parlonsvrai.bnpparibas.net, which hasattracted 200,000 visitors since it was launched at the end of 2011,with more than 900 questions submitted;■ “Straight Talk” (“Parlons vrai “) workshops. These direct meetings withretail bank employees are intended to address customers’ concretefinancial concerns. In 2012, 11,500 people attended 1,200 workshopsinitiated throughout the year, culminating in the holding of more than1,000 workshops throughout France in a nationwide event on 18October. These free and uniquely informative sessions addressed allthe main financial issues, such as: “online shopping”, “the main savingsvehicles”, “buy or rent” and “students – a user’s guide”. All materialswere developed in collaboration with the independent association,“La finance pour tous”, which specialises in educating the public onbanking matters.3842012 Registration document and annual financial report - BNP PARIBAS