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Customers

Intesa Sanpaolo intends to maintain sustainable business growth by leveraging the active involvement of people and a new state-of-the-art digital infrastructure: both of these enabling factors allow it to offer customers innovative and quality products by expanding the range of services, channels available and their accessibility, with an increasing focus on sustainable financing and forms of investments.

2021 Consolidated Non-financial Statement

Commitment to customers: targets and results

2018-2021 Business Plan Targets
Description Achievement (data as at 31/12/2021, where not specified)
Enhancing the quality of service levels Improvement of the Net Promoter Score (NPS), indicator that expresses the likelihood of customers to recommend the bank, therefore its overall satisfaction.

The NPS is increased compared to 2020 for Exclusive customers, is stable for Retail and Third Sector customers and is substantially stable for Businesses.

• Retail: 21

• Businesses: 20

• Exclusive: 19

• Third Sector: 25

• Agribusiness: 14

Medium/long-term credit granted to the real economy Disburse € 250bn (cumulative 2018-2021) Disbursed €290bn (cumulative 2018-2021)
Expansion of the multichannel platform and digital transformation 70% of activities digitised by 2021 76% of activities digitised at the end of 2021 with 12.9 million multichannel customers, 8.1 million customers using the App, 3.6 million digital sales
Strengthening of innovation

Supporting the research of new solutions and new tools to grow and improve our society

Start-up Project: over 3,4200 start-ups evalueted, 600 selected start-ups introducing them to 6,150 selected investors and ecosystem players since 2018
Leadership in sustainable investments
Consolidation of its leading role in sustainable investments

Eurizon: a diverse range of products across 172 funds in all the asset classes that include a focus on environmental or social issues, or have sustainable investment objectives, classified according to Articles 8 and 9 of the new Sustainable Finance Disclosure Regulation - SFDR, with around 110 billion euro of assets representing around 46% of the total assets of the Funds managed.

Fideuram: 8 funds classified according to Articles 8 and 9 of the SFDR with a total of 2.6 billion euro of assets (about 3% of the total assets of the Funds managed).

In Eurizon, there are 644 companies on which engagement activities have been conducted; these include 240 (over 37%) who have been engaged on ESG issues. The number of companies with ESG engagement has increased considerably compared to 2020 (+40%)

Reinforcement of initiatives to foster
financial inclusion and to support vulnerable groups

Increase the disbursements of credit for social inclusion

Development of a fund - Fund for Impact - of around €250m to facilitate the disbursement of loans of around € 1.5bn to sections of society that find it difficult to access credit

In 2021 € 20.6bn disbursed, equal to 26.6% of total funding for high social impact initiatives (including € 14bn in support of the Covid-19 health emergency), of which:

• € 111.9m for micro-credit and anti-usury loans

• To deal with the COVID-19 emergency, from the beginning of the pandemic there are: € 115bn in suspension of mortgage payments and existing loans for families and businesses

Fund for Impact initiatives:

• "Per Merito", the first line of credit without collateral dedicated to university students residing in Italy, studying in Italy or abroad; ~€162m since beginning of 2019 

• MAMMA @ WORK - loan at highly subsidized conditions launched in July 2020 to reconcile motherhood and work in the first years of the children's life (€ 1m paid out)

• XME StudioStation - loans to families to support distance learning, launched in August 2020 (€ 1.7 million disbursed)

•New Fund For Impact initiatives: “Per Esempio”, intended for volunteers from the Civil Service; “Per Crescere”, for parents with school-age children; "Per Avere Cura", intended for families with non self-sufficient people

Relationship, inclusion, education and financial support

Documents
Consolidated Non-financial Statement 2021:
 
Quality of service and customer satisfaction
Innovation, digital transformation and cybersecurity
Financial inclusion and supporting production
Sustainable investments and insurance
Customer indicators - pdf
Customer indicators - excel
Consolidated Non-financial Statement as at 30 June 2021:
 
Customers indicators
Consolidated Non-financial Statement 2020:  
Customers

Customer indicators - pdf

Customer indicators - excel
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