Customers

Satisfying customers’ expectations

Individuals, self-employed professionals, companies, local authorities, and entities active in the social economy: Groupe BPCE puts the satisfaction of its customers at the very heart of its strategy.

Groupe BPCE boasts a strong local presence with a total of 8,000 branches, a network of regional banking institutions close to their customers and local decision-makers, pursuing major initiatives in favor of each region’s social and economic fabric.

In order to enhance still further the quality of its services and achieve the highest possible levels of customer satisfaction, the group has set itself 4 principles of action: being committed to a strategy of sustainable performance, developing a corporate culture focused on service, promoting initiative and the entrepreneurial spirit, favoring proximity and taking full advantage of diversity.

Providing long-term support on a day-to-day basis

Providing each customer with excellent advice and service in all its banking networks is a priority for Groupe BPCE. For us, excellence means above all an impeccable quality of service, a customer/bank relationship founded on mutual trust, and the provision of customized advice. Groupe BPCE is enriching its core business lines, developing responsible products and services, and committing its companies to programs of continuous, high-quality progress. The aim is to satisfy its customers even more, and more fully, over the long term, and to help them bring their different projects to fruition.

Innovating to anticipate customers’ expectations

The customers of Groupe BPCE enjoy easy access to its retail networks deeply rooted in the local and regional socio-economic fabric. This geographic proximity goes hand-in-hand with truly close customer relationships: the networks use all available channels to provide each customer with tailor-made services.

In an environment where customers want the freedom to manage how they interact with their bank, Groupe BPCE simplifies their lives irrespective of their current or future preferences. New terminals, mobile phones, social networks, applications on demand, digital identities, etc. have already become tools widely used in everyday life. To be in a position to expand its range of products and services, to provide innovative and original solutions (notably by anticipating step-changes driven by technology and by promoting electronic alternatives to paper documentation), the group will be making substantial investments in Research & Development.

Offering new, responsible solutions

To provide new solutions capable of satisfying their customers' expectations, the Group's subsidiaries imagine, invent and combine their expertise. Their customer loyalty programs, interest-bearing current accounts, health and disability insurance solutions, loans tailored to the needs of small businesses or their public-private partnerships all illustrate this overriding ambition.

At the same time, the companies in Groupe BPCE are mobilizing their forces alongside their customers to address these major challenges facing society by promoting the financing of sustainable development, the creation of new business ventures and jobs, economic and financial integration, access to housing, providing care for the elderly, etc.

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