Relationship with customers
Transparency, proximity and preservation of the values underlying the relationship with Intesa Sanpaolo’s customers.
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.
Commitment to customers: targets and results
| 2018-2021 Business Plan Targets |
Description | Achievement (data as at 31/12/2020, 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. | NPSs improved for all customer segments compared with 2019 as result of the strengthening of the Bank/customer relationship, also positively influenced by opinions on Intesa Sanpaolo’s conduct during the health emergency. • Retail: from 20 to 21 • Businesses: from 11 to 22 • Exclusive: from 7 to 15 |
| Medium/long-term credit granted to the real economy | Disburse € 250bn (cumulative 2018-2021) | Disbursed €205,6bn (cumulative 2018-2020) |
| Expansion of the multichannel platform and digital transformation | 70% of activities digitised by 2021 | 60% dof activities digitised at the end of 2020 with 11.6m of digitised transactions (44.6m since 2018) |
| Strengthening of innovation | Supporting the research of new solutions and new tools to grow and improve our society |
Start-up Project: over 2,900 start-ups evalueted, 440 coached start-ups introducing them to selected investors and ecosystem players from 2018 to 30.06.21 |
| Leadership in sustainable investments |
Consolidation of its leading role in sustainable investments | 22.8% of the Group’s market share (30.4% with the contribution from UBI Banca) |
| 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 |
Nel 2020 erogati €37,2mld, pari al 42,5% sul totale dei finanziamenti per iniziative ad alto impatto sociale (inclusi €32mld a sostegno dell’emergenza sanitaria Covid-19), di cui:
• 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 (€ 0.5m paid out) • XME StudioStation - loans to families to support distance learning, launched in August 2020 (€ 1.7 million disbursed) |
Relationship, inclusion, education and financial support
Financial Inclusion
Projects and activities to make access to credit easier for vulnerable subjects.
Support for the economy
Intesa Sanpaolo’s key role to support the economic development of the country.
Financial Education
A commitment dear to Intesa Sanpaolo to promote financial awareness.
| Documents | |
| Consolidated Non-financial Statement as at 30 June 2021: |
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| Customers indicators | |
| Consolidated Non-financial Statement 2020: | |
| Customers | |
Customer indicators - pdf |
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| Customer indicators - excel |
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Last updated 26 November 2021 at 11:20:35
