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.

2020 Consolidated Non-financial Statement

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 2,800 start-ups evalueted, 410 coached start-ups introducing them to selected investors and ecosystem players from 2018 to 31.03.21
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: In 2020 € 37.2bn disbursed, equal to 42.5% of total funding for high social impact initiatives (including € 32bn in support of the Covid-19 health emergency), of which: • € 85m for micro-credit and anti-usury loans • € 163m for subsidized loans to support families and businesses affected by earthquakes and other natural disasters (€497m from 2018) Fund for impact initiatives (data as of 31-3-21): • "Per Merito", the first line of credit without collateral dedicated to university students residing in Italy, studying in Italy or abroad; ~€107m 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 (€ 0.3m paid out) • XME StudioStation - loans to families to support distance learning, launched in August 2020 (€ 1.6 million disbursed)

Relationship, inclusion, education and financial support

Relationship with customers

Transparency, proximity and preservation of the values underlying the relationship with Intesa Sanpaolo’s customers.

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 2020:
Customers	PDF 404 Kb
Customer indicators - pdf	PDF 390 Kb
Customer indicators - excel	XLSX 116 Kb

Last updated 4 August 2021 at 08:32:24