In 2019, the Group achieved two of these objectives: the rate of renewable capacity and the rate of reduction of specific greenhouse gas emissions (Scope 1) from energy production.
- The objective of stakeholders dialogue has progressed significantly in recent years and should be achieved by end of 2020.
Concerning the satisfaction rate of B2C customers at Group level, in 2016, ENGIE had set itself an objective of 85% based on surveys conducted by telephone with representative samples of customers in each country. However, since 2019, the survey methodology has changed and is now carried out by email, which mechanically leads to a drop in the satisfaction rate of around 12 points. The results, corrected for this effect, are as follows:
|B2C customer satisfaction rate||2018||2019||2020|
The Group therefore considers that customer satisfaction has steadily improved and has reached and even exceeded in 2020 the target of 85% set in 2016. At the same time, the Group also monitored the customer recommendation rate via the Net Promoter Score (NPS), the values of which below also attest to a clear progression:
|Net Promoter Score of B2C clients||+5||+8||+19|
The results of the last two objectives (workforce gender diversity and internal accident frequency rate) were impacted by the Group's transformation towards more service activities that are less mature in terms of safety culture and have a larger and less feminized workforce than the centralized energy production and infrastructure management activities.
For more information please consult the 2020 Integrated Report or the 2019 Universal Registration Document.
ENGIE sees sustainable development as contributing to the Group’s ability to create long-term value through the joint development of sustainable business and appropriate management of non-financial risks. Non-financial ratings agencies focus the majority of their audit on how companies manage these risks and possible controversies arising from it. Their CSR performance rating is not only a measure of external recognition, but also provides essential guidance for the process of improving how companies manage these CSR risks.
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Standards of CSR reporting
From the creation of its CSR reporting in 2000, ENGIE was inspired by the GRI (Global Reporting Initiative) standards to demonstrate the sustainability of its strategy. It updated its CSR reporting with the entry into force of national, European or international regulations, constantly making sure to make this tool an operational management and communication tool for its challenges.
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