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 2025, the NPS surveys consisted of about 599,000 responses from Retail customers, 110,000 from Exclusive customers, 65,000 from Businesses customers, 11,000  from Third Sector customers and 17,000from Agribusiness customers, for a total of 802,000 surveys. Compared to 2024, the 2025 NPS results improved across all customer segments, while Agribusiness remained stable. 

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 2025, the IMI Corporate & Investment Banking Division in Italy designed and developed the following surveys, which involved:

•  1,458 customers in a listening project aimed at capturing the digital evolution of customers, with a specific focus on the financial sector. In its latest edition, the survey broadened its scope to include several key current topics, such as developments in Digital Assets, the adoption of Artificial Intelligence, emerging trends in internationalisation dynamics, companies’ engagement on Social themes, the perception of Intesa Sanpaolo as a digital bank, and expectations regarding the evolution of financial management in the digital world. The response rate was 49%;
• 64 companies in a qualitative survey, designed to understand their interest in the Digital Asset both as technologies that support industrial processes and as investment instruments. The survey aimed to analyse clients’ levels of interest and awareness on this topic, to identify barriers to adoption, and to highlight potential drivers that could encourage and facilitate experimentation with these new assets. The response rate was 50%; 
• 334 companies in a dedicated survey on Social themes, an area particularly important for the Bank, aimed at understanding how it can support companies in their social initiatives, with a particular focus on four areas: fighting poverty (material, financial and educational) and promoting access to employment, supporting access to healthcare and assistance, fostering social integration (including territorial development and social housing), and developing new social initiatives with Public Institutions. The response rate was 21%.

In 2025, 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 2025, 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 4.6, while Intesa Sanpaolo Protezione Customer Service received a score of 4.5, reflecting strong overall satisfaction with call management.

The International Banks Division performed its customer listening initiatives, in accordance with the methodologies adopted by the Parent Company and actively participated to the ‘Satisfaction & Reputation Excellence ISP Group’ programme. Throughout 2025, the Division continued its quarterly customer feedback process (Top Down NPS survey) to assess the overall relationship with IBD banks and perceived quality of banking channels, offered products and services.

The customer satisfaction survey for Fideuram - Intesa Sanpaolo Private Banking takes into account the unique service models of each company. Approximately 70,000 customers responded to the survey, in line with the high level of participation recorded in the previous edition.

The survey showed that customer satisfaction across Fideuram, Sanpaolo Invest, IW Private Investments, and Fideuram Direct networks, already excellent in 2024, has continued to improve in 2025. The Customer Satisfaction Index (CSI) reached 8.60 (up from 8.57 in 2024) on a scale of 1 to 10, while the Net Promoter Score (NPS) reached 65 points, remaining at very high levels despite a slight decline compared to 2024. This is mainly attributable to the change in the measurement scale (from 1–10 to 0–10) introduced to align it with the Group’s standard metric.

Regarding investment preferences, interest in ESG products and private markets remains stable.

* 2025 data include verbal complaints recorded by Alexbank, CIB, PBZ and PBZ Card. To ensure comparability, the 2024 figures related to abroad complaints and Group complaints have been recalculated.