The employees of the LCL bank received on Tuesday May 11 in their mailbox a message from the general manager which was not very reassuring. A letter of four long pages calling for a start, but hinting at a difficult future. The boss of LCL, Michel Mathieu, paints a harsh portrait of the former Crédit Lyonnais, a subsidiary of the Crédit Agricole group.
The letter begins well with some encouraging phrases. “Our bank has changed a lot and it’s thanks to you, wrote M. Mathieu. We have won over customers, our competitiveness has improved ”. Before getting to the point. “What has allowed us to be where we are will not be enough to consolidate our sustainability”, he continues, because “The world has changed” : “The Covid-19 pandemic has accelerated the transformations and expectations of our customers. I know the very strong mobilization you have shown since March 2020, but it is nonetheless true that we are very strongly challenged by our competitors and by our customers. “
In support of his point, the boss of the bank provides some worrying indicators, in particular on customer satisfaction. When the best ranked competitors count 10% of customers ” critics “, LCL has 28%; and when the best have 40% of customers who recommend them, LCL only has 30%.
“We are capable of both the best and… the worst! », Michel Mathieu, boss of LCL
Worst, “Our image with our prospects [clients potentiels], measured in April 2021, is at the 10e place behind all our traditional banking competitors without exception, loose Michel Mathieu. This means that we are having trouble opening accounts and therefore preparing for the future with new generations of customers ”.
At the question : “Is our culture spontaneously and sufficiently focused on the satisfaction of our customers? “, the bank manager believes that “On this subject, we are capable of both the best and… the worst! “.
“Me little adviser in my office in a branch, I feel helpless”
“It’s a very harsh comment, reacts Pascal (the first name has been changed), client advisor in an agency in the south of France. Many positions have been eliminated, we have a lot of computer bugs and increases in bank charges on certain branch operations, which can create dissatisfaction. So me, a little adviser in my office in an agency, I feel helpless. “
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