34 A YEAR OF AGILITY IN 2021 The year 2021 was eventful for the bank's operational management. The Covid crisis and its impact on the Principality and on CFM Indosuez's main geographical markets provided a permanent backdrop to our action. Customer services did not suffer from this situation; on the contrary. Our organisation has demonstrated its ability to provide a seamless service to customers. Launched during the year, the Customer Recommendation Index (CRI) survey, carried out on a representative sample of the diversity of our customer base, demonstrated our customers' positive appreciation of our offering and the services provided to them. The results of this survey have encouraged us to continue to invest in digital technology: to provide our customers with more access to information about their assets, our products and our range of services. Among the innovations, the sales and markets teams are now supported by a new investment proposal tool. This allows us to offer investment advice via the digital channel that is better adapted to the expectations of our customers, particularly the new generation. In a year driven by dynamic business performance, we continue to build and promote our CSR (Corporate Social Responsibility) approach, which reflects our values and commitments to a more inclusive, socially responsible society that is fully aware of and committed to meeting the challenges of climate change. With this in mind, CFM Indosuez has drawn up our Company's societal charter with its employees. This charter sets out our commitments: - Acting for the climate by developing our actions to reduce our own environmental footprint, with the annual publication of indicators tomonitor our practical actions with our customers and employees - Systematically promoting a sustainable finance offering to our customers and partners: ESG rating of customer portfolios, development of our responsible investment offering, which celebrates its 20th anniversary in 2022, support for high-impact projects with innovative community-based investment offerings - Fostering the development and commitment of our employees, through training, governance and appropriate measurement tools Being a committed stakeholder in Monaco through sponsorship, solidarity initiatives, meaningful local actions, and contributing to the development of sustainable finance in the Principality. Vincent Thomas Deputy Chief Executive Officer Grégoire Faure Deputy Chief Executive Officer MESSAGE from the Deputy Chief Executive Officers
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