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580 2019 Universal registration document and annual financial report - BNP PARIBAS

7 a Committed Bank: information ConCerninG the eConomiC, soCial, CiviC and environmental resPonsiBility of BnP PariBas

7

Extra-financial performance statement

Area Issue Risks/Opportunities Paragraph Policy Indicator

Pages (Paragraphs;

Indicator)

Economic

Customer satisfaction

Operational risk Monitoring customer satisfaction

Group policy on protecting clients interests

Average Retail Banking customer satisfaction score for the four Domestic Markets (France, Luxembourg, Belgium and Italy)

527; 527

Digital transformation

Cyber security and technology risk

Cyber security and technology risk Strong growth in income thanks to business drive and transformation

Plan 2020 Number of digital customers in domestic markets and international networks

114-128; 273; 116;

121

Corporate economic value

Operational risk Strong growth in income thanks to business drive and transformation

Plan 2020 Return on tangible equity

114-115; 148

Human rights

Human rights Risks of violations of human rights and fundamental freedoms, and of harm to human health and safety and to the environment

Duty of care and Modern Slavery Act -and human trafficking statement

BNP Pa ibas statement on Human Rights, Responsible Business Principles

Percentage of employees who have received human rights training

569; 555

Fight against corruption and tax evasion

Ethics and compliance

Financial risks Ethics of the highest standard

Code of conduct Proportion of employees who have received training on ethics and conduct

525; 515

Governance

Governance Operational, legal and reputational risks

Membership of the Board Directors independence

Report on corporate governance

Number of independent Board members

47; 47

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