corporate social responsibility complete report France ... - Orange

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82 appendicescreating value for our stakeholdersdistribution of our 2008 revenueemployees€8,960 million(labor costs)suppliers€23,652 million(purchase of goods andservices)customers:€53,488 million inrevenuessums distributed tostakeholdersshareholders€5,578 million (dividends paid)banks and bondholders€2,766 million(financial charges)public authorities€2,317 million(duties and taxes)corporate philanthropy€16 millionsums reinvested in theGroup to ensure that itenduresnet tangible and intangibleinvestment€7,316 millionR&D expenditure€900 million
83 appendicesmobile services customer satisfaction rate (customer’s perceived quality)Country 2005* 2006* 2007* 2008**France 67% 70% 74% 73%UnitedKingdom - - 75% 79%Poland - 75% 71% 75%Spain - 61% 61% 63%Belgium 81% 86% 86% 81%Switzerland 77% 77% 82% 79%Romania 91% 92% 91% 88%Slovakia 79% 75% 77% 77%Source: CET (Customer Experience Tracker, formerly CVA) whose approach is to measure the customer‟s perception of theservices he is usingbroadband Internet customer satisfaction rate (customer’s perceived quality)Country 2007 2008France 73% 72%UnitedKingdom 69% 67%Poland 58% 63%Spain 67% 58%enterprises: changes in the Customer Loyalty Index (CLI)CLI evolution7,47,27,06,87,0 7,0CLIoverall satisfaction6,66,46,76,66,76,6Recommendation6,26,05,85,6S1 06 S2 06 S1 07 S2 07 S1 08 S2 08Re-purchasingintentionChoose 1st time
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Page 34 and 35: 32 includeThe monitoring guidelines
Page 36 and 37: 34 includeour 2008 achievements:Fro
Page 38 and 39: 36 include2009 roadmapobjectivesdea
Page 40 and 41: 38preserve2008 status reportObjecti
Page 42 and 43: 40preserveimplementing our environm
Page 44 and 45: 42preservefighting climate changeou
Page 46 and 47: 44preservetransportationIn order to
Page 48 and 49: 46preserveobservance of the Europea
Page 50 and 51: 48preserverationalizing our paper c
Page 52 and 53: 50preservepreserving landscapes and
Page 54 and 55: 52preserveinnovating for environmen
Page 56 and 57: 54“preserveincreasing customer aw
Page 58 and 59: 56care …….for the expectations
Page 60 and 61: 58 careImplement, in all of our ent
Page 62 and 63: 60 caresecure services for the cust
Page 64 and 65: 62 carecustomer experience, from su
Page 66 and 67: 64 carepromoting safe and responsib
Page 68 and 69: 66 carefighting cyberbullyingCyberb
Page 70 and 71: 68 caresupporting the managersManag
Page 72 and 73: 70 carediversity, a strength for th
Page 74 and 75: 72 careThe level of recruitments pe
Page 76 and 77: 74 careresponding to concerns about
Page 78 and 79: 76 carerecommendations on customer
Page 80 and 81: 78 carecontractual requirementsAll
Page 82 and 83: 80appendices
Page 86 and 87: 84 appendicessocial data- not avail
Page 88 and 89: 86 appendicesenvironmental dataIndi
Page 90 and 91: 88 appendicesinformation on reporti
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Page 96 and 97: 94 appendicesmanagement approach an
Page 98 and 99: 96 appendiceslabor/management relat
Page 100 and 101: 98 appendicestelecommunication sect
Page 102 and 103: 100 appendicesInternational standar
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