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Annual Report 2013



In deed(s)

2013 was a very eventful year. Review of the principal highlights that demonstrate
Groupama Group's ability to adapt and transform to its environment,
and its commitment to its members, customers, employees and society.

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89% of individual customers satisfied
with Groupama Banque

The latest customer satisfaction surveys carried out in September and October 2013
by the research firm INIT(1), with a panel representing all bank customers,
showed a high level of overall customer satisfaction.

89% of individual customers are satisfied with Groupama Banque The Private Bank achieved an overall satisfaction rating of 88%. 83% of professional and business customers support Groupama Banque, and 81% of individual customers surveyed would recommend Groupama Banque to others. Customer satisfaction is one of Groupama Banque's fundamental objectives and is fully consistent with the Group's strategic plan.

Smiley - customer satisfaction diagram 89%