Quality of service and customer satisfaction

The Group is focused on providing excellent banking, financial and insurance products and services to customers, activating development levers for the local areas in which it operates. The service model is divided into business areas, with an organizational structure that ensures coverage in Italy and in the foreign countries in which the Group operates.

Dialogue with customers represents a continuous commitment for the Group, in order to maintain the relationship at a level of excellence, maximizing satisfaction and reducing the probability and relevance of complaints and disputes.

The level of satisfaction and the quality of the service are monitored by dedicated structures in the various business Divisions, to identify factors of satisfaction and dissatisfaction and promptly intercept the areas in which to intervene, activating dedicated processes and improvement actions.

UN SDG SUPPORTED

The Banca dei Territori (BdT) Division has developed a well-structured and extensive system for listening to customers’ opinions which is able to identify factors of customer satisfaction and dissatisfaction and to promptly intercept the areas where action is needed, by initiating dedicated processes and actions for improvement. Division’s listening system is based on three mains tools:

• the Net Promoter Score (NPS): customer’s likelihood to recommend the Bank;
• the Net Satisfaction Index (NSI): customers’ opinions on key moments relating to processes and experiences of interaction with the Bank;
• the SEIok programme: it contributes to determine the Variable Result Bonus for the Network to support improvement in the level of service offered to customers.

In 2024, the NPS surveys consisted of about 470,000 responses from Retail customers, 93,200 from Exclusive customers, 65,000 from Businesses customers, 11,200 from Third Sector customers and 17,000 from Agribusiness customers, for a total of 657,000 surveys. 

The IMI Corporate & Investment Banking Division conducts customer experience surveys with large corporates with the aim to improve the delivery model, product and service offerings, or exploring specific topics. During 2024, the IMI Corporate & Investment Banking Division in Italy designed and developed the following surveys, which involved:

• 68 contact persons, acting as Investor Relations representatives for companies in the STAR segment, in a qualitative online study aimed at understanding the risks and opportunities companies foresee in a scenario of high inflation and slowing demand. The response rate was approximately 52%; 
• 13 customers in a qualitative online study on the regulation-compliant electronic storage service, which is currently integrated into the Easy Fattura product in Inbiz. Specifically, the study examined stability, service quality, and customer satisfaction. The response rate was 85%; 
• 929 customers in a listening project aimed at capturing the digital evolution of customers, with a specific focus on the financial sector. The project was carried out in two phases: 85 companies participated in a qualitative survey, while 844 companies took part in a quantitative survey. The study explored topics such as companies’ approach to digitization, their perception of Intesa Sanpaolo as a digital bank, and their expectations regarding the evolution of financial management in the digital world. The response rate was 55%; 
• 16 companies in a telephone survey designed to understand their interest in the ESG topic, with a particular focus on social needs. The response rate was 88%.

In 2024, the customer satisfaction survey system within the Insurance Group continued to actively gather feedback from customers of Intesa Sanpaolo Assicurazioni and Intesa Sanpaolo Protezione. In 2024, the results were positive: on a scale of 1 to 5, the average satisfaction score for calls received by Intesa Sanpaolo Assicurazioni Customer Service was 4.4.

The International Banks Division expanded its customer listening initiatives, aligning with the methodologies adopted by the Parent Company. Throughout 2024, the Division continued its monthly customer feedback process to assess the perceived quality of relationships, banking channels, and offered products and services.

These initiatives led to the collection of over 97,000 customer feedback entries. Benchmarking surveys were conducted across CIB Bank, BIB, VÚB Banka, ISP Slovenia, PBZ, Alexbank, and ISP Albania, engaging nearly 19,000 respondents, including 3,800 Group customers. 

The customer satisfaction survey for Fideuram - Intesa Sanpaolo Private Banking takes into account the unique service models of each company. Compared to the previous year, the number of survey participants increased by 13%, with over 70,000 customers responding. The survey showed that customer satisfaction across Fideuram, Sanpaolo Invest, IW Private Investments, and Fideuram Direct networks, already excellent in 2023, has continued to improve in 2024. The Customer Satisfaction Index (CSI) reached 8.57 (up from 8.46 in 2023) on a scale of 1 to 10, while the Net Promoter Score (NPS) increased by 6 points, reaching 68. 

In terms of investment preference, interest in ESG products remains stable, while interest in private markets is growing.

The careful and prompt management of complaints and other requests made by customers expressing their dissatisfaction is of fundamental importance for consolidating the relationship of trust and addressing critical situations.

With regard to requests received from customers regarding the protection of personal data in Italy, in 2024, 204 reports were received for alleged violations of the legislation on the protection of personal data (of which 156 attributable to Intesa Sanpaolo) and 10 requests for feedback from the Guarantor for the protection of personal data, in response to appeals presented to the Guarantor at the initiative of the customer in the exercise of rights (out of a total of 15 requests overall from the Guarantor for the protection of personal data towards Companies belonging to the Group for which the necessary feedback was provided). In the foreign EU perimeter, the local Data Protection Officers managed 53 reports for alleged violations of the legislation on the protection of personal data and 7 requests for feedback from the local Guarantor Authority in response to complaints presented to the Authorities at the initiative of customers.