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Societal Indicators
Relations with Stakeholders
Dialog with stakeholders is at the heart of Vivendi’s CSR policy (see
Chapter 2, Section 1.2.4 of the Annual Report 2015).
DESCRIPTION OF AT LEAST THREE DIALOG
INITIATIVES WITH IDENTIFIED STAKEHOLDERS
AND DESCRIPTION OF THE TOPICS ADDRESSED
GRI
UNGC OECD Scope covered
G4-26, G4-S01 and PR5,
MSS M6
-
II.A.3
and 14,
VIII
UMG
Canal+ Group
Vivendi Village
Canal+ holds a plenary consultation meeting in France with consumer
associations every year. This meeting, attended by, among others, the
Director of Customer Services and the Head of External Consumer
Relations and Customer Dialog, is an opportunity to create a climate of
constructive dialog with the representatives of the group’s customers.
The decline in the number of claims submitted by the associations to
Canal+ continued in 2015, with 438 files, down from 471 in 2014.
In this context, in 2015, the Canal+ Group customer services set up, at
the request of the consumer organization UFC-Que Choisir, an e-mail
address for claims received by the association, in order to facilitate the
communication of customer claims. A new customer process has also
been offered since September 2015 following the establishment of
mediation in French law. In the event of disputes, Canal+ Group refers
to FEVAD (the French federation of e-commerce and remote sales), which
acts as a mediator for the sector.
In addition, the audit conducted in October 2015 by AFNOR confirmed
retention of the NF Service “Customer Relation” certification awarded to
Canal+ in 2014, which certifies achievement of the best standards in the
market for customer relations.
Dialog with the stakeholders of the Canal+ Group’s international entities
was largely focused on piracy in 2015:
◆
in Vietnam, K+ contributed to the formation of an alliance to
fight piracy that includes rights-holders, film producers, content
distributors and associations;
◆
by relying on two associations to which it belongs (Sygnał and
Fota), nc+ carried out a number of initiatives and events in Poland to
promote the legal offer of content, particularly with regard to sports
rebroadcasts; and
◆
Canal+ Afrique is a member of the Convergence association, created
in 2015. The aim of this association is to defend and protect the
economic interests of the audiovisual sector and of creators in Africa,
in particular by ensuring that copyright is respected and by combating
piracy. The association represents the interests of all players in the
African cultural industry, and in that capacity it brings together
authors, producers and regulators, as well as television and mobile
telephone operators.
UMG has identified its principal stakeholders (artists, artist managers,
music retailers, digital partners, product suppliers, national and European
authorities, media, parent associations, consumer and industry bodies)
and has instituted open and collaborative dialog.
In addition to the relationships the group maintains with the professional
associations – especially the IFPI, of which it is an active member – UMG
has regular discussions with artists and their managers.
For example, UMG’s British affiliate has invited managers to a seminar,
where participants could exchange ideas on trends in the music market
and their impact on the company and the artist community. The week was
a great success both in the rate of participation (90% of the managers
were there) and in feedback from participants, who praised the dialog
held by UMG as open and constructive.
In several countries, UMG has a web-based portal for access by artists
and songwriters. This portal allows them to evaluate their promotional
campaigns and provides them with up-to-date financial and marketing
data relating to their releases. UMG Germany has a seat on the rate
committee of GVL, an association for collecting artist royalties. This
committee presents recommendations and suggestions for setting music
royalties.
At Vivendi Village, dialog with industry professionals takes place in the
context of professional associations to which the entities belong (such
as FEVAD for Digitick, or PRODISS – the French union of producers and
concert venues – for L’Olympia). In order to continue to offer an innovative
approach to the customer experience, Vivendi Village is constantly
searching for ways to improve responsiveness and to best meet the
expectations of music, theatre, arts and sports fans. As a result, Digitick
was elected Best Customer Service of 2016 in the “Event and Movie
Booking” category by Viséo Conseil.
RESULTS OF MEASURING CUSTOMER
SATISFACTION
GRI
UNGC OECD Scope covered
G4-26, and PR5,
MSS M6
-
II.A.14,
VIII
Canal+ Group
Canal+ Group regularly conducts customer satisfaction surveys, designed
to measure the response to its offers and content by its subscribers. In
2015, all the group’s subsidiaries conducted or commissioned a company
to carry out at least one measurement of satisfaction of their customers.
In France, the satisfaction barometer for October 2015 demonstrated
customers’ attachment to the film offer provided by the channel. For 86%
of subscribers, Canal+ is the reference channel for movies. 75% of the
respondents also agreed that “Canal+ is a channel that offers programs
you cannot see anywhere else.”
nc + in Poland measured the satisfaction of its customers in the third
quarter of 2015: 86% of customers were satisfied with the offer from
nc+. Several surveys, posting very good results, were also conducted by
Canal+ Afrique. With respect to A+, more specifically, the subscribers
believe the channel reflects a modern and dynamic Africa, one which is a
source of pride and creates a feeling of belonging.
4.3. Relations with Stakeholders
EXTRA-FINANCIAL INDICATORS HANDBOOK
2015
37