2018 Registration document and annual fi nancial report - BNP PARIBAS524
7 A COMMITTED BANK: INFORMATION CONCERNING THE ECONOMIC, SOCIAL, CIVIC AND ENVIRONMENTAL RESPONSIBILITY OF BNP PARIBAS
7
Our economic responsibility: fi nancing the economy in an ethical manner
Many Group entities, such as BNP Paribas Personal Finance, BNP Paribas Cardif, Retail Banking networks in France, Belgium, Italy, Morocco, Tunisia, Senegal, Poland and Turkey or the Arval subsidiary provide access to independent ombudsmen to whom clients can turn.
The independent banking ombudsman is a dedicated function in France, while in Italy and Belgium, clients have access to the national mediation service organised by the regulatory bodies.
Transparency of the offer
Helping to protect the clients interests, their understanding of banking products and the transparency of the offering are more than ever at the heart of the Group s concerns. The Group is even creating some of its products in conjunction with future users.
■ In Belgium, BNP Paribas Fortis organised over 100 Customer Advice Committees , for all customer segments, with the main aim of collecting their opinions. Over 550 customers took part on one or several of these sessions, alongside experts (sales, marketing, operations) and members of the Executive Committee.
■ BNP Paribas Cardif, the Group s insurance subsidiary, launched a major drive to simplify commercial documents and management letters sent to customers, by writing them in language accessible at the B1 level, according to the common European reference framework for languages. Simple language, common words and short sentences are therefore the criteria for clear and understandable client communication. Started in the Netherlands and UK, this simplifi cation approach has now been deployed in all the countries in which Cardif operates. Over 10,000 documents were updated between 2015 and 2018.
■ In France, Hello factory (http://www.hellobank.fr/fr/hello-factory), a programme to jointly shape the bank of the future, has been extended since its launch at the end of 2014. Dedicated to innovation, it encourages interaction between its customers and Hello bank!, the digital bank. Within this framework, Hello bank! customers are invited each quarter to discuss topics such as banking relationships, features and account openings. 12 topics have been discussed. At the same time, the co-building platform BNP Paribas Ideas was launched. All Retail Banking customers have access to the platform via the MaBanque site, where they can suggest their ideas for banking innovation. In 2018, out of 279 customer proposals, 16 were selected and published on the site.
Monitoring customer satisfaction
Customer satisfaction is crucial for adapting the offer of products and services to demand, in order to always serve their interests as best as possible. This is why most BNP Paribas business lines monitor customer satisfaction systematically, paying particular attention to how complaints are handled and improving the identifi cation of client dissatisfaction on social networks. Thus, any evidence related to non-compliance with one or more CIP principles must:
■ be recognised, categorised, tracked, and processed (potentially through mediation);
■ enable the risks and potential malfunctions, as well as the opportunities for improvement, to be understood;
■ result in the implementation of corrective measures for a better match between the service expected and the service delivered.
In 2018, average customer satisfaction scores were up or stable in the four Domestic Markets :
■ French Retail Banking: 7.46/10 (7.36 in 2017)
■ BNP Paribas BNL bc: 9/10 (8.7/10 in 2017)
■ BNP Paribas BGL: 7.4/10 (7. 2/10 in 2017)
■ BNP Paribas Fortis: stable at 7.7.
Outside of these markets more and more banks in the Group's network also measure their customer satisfaction rates.
The Net Promoter Score (NPS)
The Net Promoter Score is the common indicator within BNP Paribas that measures how much the Company is recommended by our customers and employees. But beyond the score, the Net Promoter System is currently being deployed within the Retail Banking & Services entities by the Client & Employee Advocacy programme teams. This consists of listening to customers and employees throughout their relationship with the Bank and continuously implementing the corrective actions required to improve their experience.
The Net Promoter System, which was launched in Arval in 2013, TEB in 2014, Bank of the West and BNL in 2016, is currently being deployed in all the Domestic Markets (France, Italy, Luxembourg, Belgium, Germany and India) and in all business lines of the International Financial Services hub in direct contact with individual customers (International Retail Banking, BNP Paribas Personal Finance, Cardif, Wealth Management).
Achievements within Domestic Markets: ■ At the end of 2018, each one now knows its NPS positioning compared to its competitors, has identifi ed the main customer irritants and has implemented its action plans to remedy them. The Group has set itself the target of improving its competitive position by 2020.
■ All the Domestic Markets Executive Committees have already been trained on the NPS. They lead by example by calling back critical customers.
■ Within BNL bc, in Italy, the Net Promoter System is operational in the Individuals, SME, Private, Corporate and Hello bank! markets. BNL saw a signifi cant improvement in terms of NPS in 2018 going from third to fi rst place amongst the traditional Italian banks for the Individuals segment.
■ Within Retail Banking, Private Banking and Hello bank! in France, in 2018, all employees had awareness raising training in NPS, and pilots were carried out for customer call-backs in branches and call centres. This also occurred at BGL BNP Paribas, BNP Paribas Fortis, Consorsbank (online bank in Germany) and Sharekhan in India. These pilots will be followed by deployment throughout the networks in 2019.
■ A Customer feedback management tool was also deployed at French Retail Banking (Retail and Private), BGL BNP Paribas, Consorsbank, Findomestic (Personal Finance Italy) and BNP Paribas Cardif, enabling over 10,000 users to access customer transcriptions and survey results.
