CSR goals and performance

Guided by its purpose to “act to accelerate the transition to a carbon-neutral economy”, ENGIE continues to implement its strategy to become the leader in the energy and climate transition. In February 2020, the Group defined 19 new objectives for 2030 in order to monitor its CSR performance as closely as possible. These objectives are fully in line with the 17 Sustainable Development Goals set by the United Nations for 2030.

New 2030 CSR objectives

These new 2030 CSR objectives complement the six 2020 CSR objectives that were established in 2016 to materialize the commitments and support the Group's CSR policy. The following tables show the Group's CSR objectives and their contribution to the United Nations' Sustainable Development Goals (SDGs)

CSR objectives
CRS objectives

Among the 19 new CSR objectives, the results of 7 indicators (rank 1) will be published and commented each year at final year results, the other 12 being communicated in our integrated report.


For more information please consult  the 2020 Integrated Report or the 2019 Universal Registration Document.


Contribution to the United Nations Sustainable Development Goals (SDGs)

The Group's contribution to the Sustainable Development Objectives focuses on the following 12 objectives grouped by major challenges:

CSR objectives

ENGIE’s CSR goals for 2020 and its environmental and social commitments contribute to achieving the Group’s corporate plan and to meeting the sustainable growth challenges contained in the 17 Sustainable Development Goals (SDGS) for 2030 adopted at the United Nations Summit of September 2015.

The goals in detail


A carbon-neutral transition that serves everyone : Territories are a cornerstone of the carbon-neutral transition. From urban heating and cooling systems, green mobility and smart grids to lighting and safety systems, ENGIE offers innovative, bespoke solutions to invent the cities of the future and improve the well-being of their inhabitants. Since access to energy is an integral part of its societal responsibility, ENGIE provides technical or financial support to many projects around the world. The Group also adopts a responsible purchasing approach aimed at promoting ethical management in its supplier relations and in the management of its supply chain.

CSR objectives

A sustainable carbon-neutral transition: For many years now, the development of renewables has been an important growth driver for ENGIE. Thanks to its 2015-2018 transformation program, the Group has repositioned its business model to respond to the demand for both the generation of decarbonized energy that helps combat global warming, and new energy services. The Group also pays particular attention to preserving natural resources and to reducing the impact of its activities on biodiversity.

CSR objectives

A carbon-neutral transition for the future: To support and anticipate profound changes in consumer expectations, the Group takes a global approach to investment, incubation or exchange with local ecosystems. Its experts use innovative technologies and digital solutions to devise new offers, optimize production costs and improve energy performance.

CSR objectives

A carbon-neutral transition that brings people together: ENGIE's many businesses employ more than 170,100 staff on a daily basis. Their health, their safety at work, their commitment and their career within the Group are priorities that are fundamental to joint success, and are constantly monitored, especially during a pandemic like COVID-19. In addition, stakeholders as a whole are seen as partners in building the Group's sustainable development, and as such are frequently consulted.

CSR objectives

A competitive carbon-neutral transition As a leader in the carbon-neutral transition, the Group creates the conditions for healthy, sustainable growth. After its strategic repositioning, the Group's operational performance and its organic growth show the robust nature of its model. This sustainable economic development is part of a tradition of transparency and corporate ethics at every level of the Group's operation.


For more information please consult  the 2020 Integrated Report or the 2019 Universal Registration Document.


Results of the 2020 CSR objectives

The 2018 and 2019 results for the Group's six main 2020 CSR objectives are presented in the following table:

CSR objectives

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 rate201820192020
after restatement81%84%88%
before restatement81%72%76%


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.


Non-financial ratings

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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