Customer Satisfaction
Crédit Mutuel Arkéa has always been attentive to the quality of the relationship and the satisfaction of its clients. This attention is even stronger as the member is at the heart of the functioning of our cooperative group: holding a social share, they are both a cooperator and a client. In terms of customer relations, the federations continue their work on the relational posture through the "AOC" (Ambition Obsession Client) program defined in coordination with the Marketing Customer Experience Directorate (accessibility, moments of truth, support for projects, etc.). The federations of Crédit Mutuel Arkéa position the advisor as a true financial coach for their members and clients and strive to offer them the best possible experience by providing simplicity, clarity, proximity, responsiveness, and sincere attention.
Through regular surveys and roundtable discussions, they identify their expectations to better respond to them. They measure the quality of their experience: immediate satisfaction (daily measurement), delayed satisfaction (measurement every four months), and strategic barometer (structural measurement of overall satisfaction).
Customer Complaints
All entities in the group in contact with customers have a dedicated unit for handling customer complaints, aiming to ensure rapid and effective handling.
They also have an operational procedure that defines the practical procedures for handling complaints within their structure based on the group's system, which, for the sake of harmonizing practices, sets the general framework for implementing the handling of customer complaints.
Mediation
Regarding mediation, Crédit Mutuel Arkéa has an independent mediator who can be validly contacted by the client, or by an authorized representative, two months after their very first written complaint addressed to the professional (their bank), whether or not they have received a response and regardless of the service to which this complaint was addressed.
Some entities in the group (which are not banking subsidiaries) use professional mediators specific to their field of activity for their clients (Financo, Suravenir, Suravenir Assurances, etc.).
Responsible Practices
We have established internal procedures that guarantee the best practices (pre-approval process for the compliance of new products, governance and product surveillance system, etc.).
To ensure the best advice and information to clients, as well as impeccable ethics of employees in contact with customers, they have internal procedures to guide them on a daily basis, training on products, and are regularly sensitized to rules of professional ethics and ethics.
