1) Satisfaction rate among B2C customers
In 2017, the Group's B2C customer satisfaction rate improved by 2 points from 81% (2016) to 83% (2017) thanks to improvements in almost all of the 13 countries where the Group is present on this segment of customers (individuals and professionals). In particular, the Group launched action plans to deal with the treatment of dissatisfied customers, digitization, the continuous improvement of customer experience, the better quality of front-office, the training of employees and the efficiency of internal processes.
2) Share of renewable energy installed capacity
At the end of 2017, installed renewable capacity in service (at 100%) reached 23.7GW for a total electrical capacity of 102.7GW, a ratio of 23.1%, an improvement of 3.6 points compared to 19.5%. This improvement is due to the 10% increase in renewable capacity (23.7GW in 2017 vs 22GW in 2016), amplified by the 9% decrease in the Group's total capacity (102.7GW in 2017 vs. 112.7GW in 2016) linked to the progressive output of coal and gas merchant activities
3) Reduction rate of specific CO2 emissions ratio for power production
Compared with 2012, the drop in the rate of CO2 emissions per energy produced reached 18.1% in 2017, close to the target of a 20% reduction set for 2020, which is a very good result. The sharp improvement in this ratio between 2016 and 2017 is mainly due to the effects of the Group's transformation plan and the de-carbonisation of its power generation assets, notably through the sale and closure of coal plants.
4) Percentage of industrial activities covered by a suitable dialogue with stakeholders
Among the Group's industrial activities (more than a hundred) having been identified for setting up an action plan of dialogue and consultation with their stakeholders, 48% of them have set it up at the end of 2017. This indicator is up sharply in 2017 reflecting the effective implementation of the new engagement methodology, following a phase of definition in 2015 and learning in 2016. The Group is making significant efforts to train operational managers in dialogue with stakeholders around the world.
5) Percentage of women in the Group’s workforce
At the end of 2017, the percentage of women in the Group's total workforce (155,128 employees) reached 22.2%, an improvement over 2016 (21.9%) and 2015 (21.6%). This objective is supported by a proactive Group policy favoring, in particular, the appointment of women in senior management or executive positions. An European agreement on gender equality has identified specific action plans in the more concerned Business Units.
6) Internal frequency rate for occupational accidents
This frequency rate (which reflects the number of accidents of Group employees per million hours worked) reached 3.3 in 2017, an improvement over 2016 (3.6), which had been stable compared to 2015. This improvement is the result of constant efforts realized by the Group and the BUs in this area. These efforts includes the new "No Life at Risk" action program launched in 2017 and the in-depth review of policies’ application and the sharing of practices by the management ("Safety Inspections").