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Commitment to customers: data

The Group intends to satisfy customers through an operating machine capable of offering simple solutions that meet their needs, with particular attention to the IT and physical security of customers. Strong attention is paid to supporting the real economy, ensuring financial support to deserving companies even in times of difficulty, accompanying them in the implementation of innovative restructuring, relaunch and growth solutions. The intervention of the Group in support of the company also translates into initiatives to support the Third Sector and financial inclusion of categories with difficulties in accessing credit despite their potential, with particular reference to young people, their education and training. The offer of sustainable investments and the availability of insurance solutions for customer protection are further qualifying elements of the Group's responsible action.

Multichannel banking

The Group is a European leader for its mobile app functionalities and its strong digital solutions. In 2021, multi-channel customers increased by 1.3 million euro compared to 2020 (including UBI Banca and considering the sale of branches performed in the first half of 2021). Furthermore, compared to 2020, a strong increase, equal to 76%, was recorded in the sales of products on digital channels. Multichannel customers and digital sales also increased as a result of the particular context linked to the COVID-19 emergency.

  Intesa Sanpaolo Group (excluding UBI Banca Group)
ISP+UBI Intesa Sanpaolo Group (including UBI Banca Group)
Distribution channels and automation of operations: Italy
2019 2020 2020 2021
Multi-channel contracts (stock)*
9,171,390 10,304,258 11.525.906** 12,866,019
Multi-channel contracts (stock)/no. of customers*
78.4% 87.7% 82,8%** 96.2%
Bank transfers automation [%]
90.2 93.7 93.1 94.4
Securities automation [%]
66.4 85..1 84.2 85.2
Remote Banking: active contracts at date
211,645 198,876 511,151 237,721
Remote Banking: orders
139,179,355 127,246,358 149,404,348 142,582,424

* Monitoring of the 2018-2021 Business Plan is performed on customers of the Banca dei Territori Division. 
** Data recalculated considering the disposal of branches sold in 1H21.

Customer experience

The NPS is up compared to 2020 on Exclusive customers, it is stable on Retail and Third Sector customers and is essentially stable on the Corporate side, despite the complex work associated with the integration of the UBI branches, which also led to the relocation of several customers to new portfolios, creating discontinuity in the relationship of some Intesa Sanpaolo long-term customers; this is a positive sign of good customer management at a time of major changes.

  Intesa Sanpaolo Group (excluding UBI Banca Group)
Net Promoter Score (NPS) performance by type of customer* 2019 2020 2021
Retail 20 21 21
Exclusive 7 15 19
SME 11 22 20
Third Sector - 25 25
Agribusiness - - 14

NPS is an indicator that expresses the likelihood of customers to recommend the bank, therefore its overall satisfaction. During 2020, about 750,000 customers were interviewed.
Findings collected from Banca dei Territori customers. In 2019 it was established that the reference channel for surveys would be the telephone. Therefore, since 2019 all the data has been calculated by applying a correction that enables the votes collected through different channels to be made comparable with those gathered by telephone.

* Since 2020, the results for Retail and Exclusive customers refer to the Individuals Service Model in force since January 2020, and are compared with the 2019 and 2018 results (already published in the relevant CNFS), which corresponded to the Retail and Personal segments (both to the previous Service Model). Furthermore, the 2020 figure includes the Third Sector for the first time and the Retail Business responses as part of the general Retail responses. 
** Surveys on Agribusiness customers were launched for the first time in June 2021.

Social impact loans and relations with the Third Sector
      Intesa Sanpaolo Group (excluding UBI Banca Group)
ISP+UBI*   Intesa Sanpaolo Group (including UBI Banca Group)
Loans granted for social purposes [K euro]**
2019   2020 2020   2021
ITALY ABROAD GROUP ITALY ABROAD GROUP GROUP   ITALY ABROAD GROUP
Micro-finance
16,167 57,699 73,866 6,027 77,898
83,925
83,925   10,023 87,218 97,241
Anti-usury loans 1,480 0 1,480 1,305 0 1,305 7,130   14,661 0 14,661
Loans to the Third Sector
205,370 0 205,370 470,698 0 470,698 522,335   460,379 0 460,379
Products for vulnerable social groups
3,178,120 253,693 3,431,814 4,280,170 267,240 4,547,410 4,890,282   5,499,202 292,955 5,792,157
Support for people hit by disastrous events
136,907 0 136,907 32,071,647 0 32,071,647 34,778,449   14,264,890 0 14,264,890
Total 3,538,044 311,392 3,849,437 36,829,847 345,138 37,174,985 40,282,120   20,249,155 380,173 20,629,328

* UBI Banca Group figures are only included as from the date of its consolidation into the Intesa Sanpaolo Group (last 5 months of 2020). 
** It includes medium/long term loans provided by the Third Sector network and by Banks in Italy. In 2021, the total of high social impact loans accounted for 26.6% of total loans disbursed by the Group (vs 42.5% in 2020). The trend of high social impact loans is mainly influenced by the disbursements relating to 2020 in favour of the category most hard hit by COVID-19, in response to the first phase of the pandemic, which were higher than in 2021. More specifically, in 2021 almost 14 billion euro in loans were granted by the Group as part of the “Liquidity Decree” (approximately 43 billion euro since the start of the health emergency).

 

  Intesa Sanpaolo Group (excluding UBI Banca Group) ISP+UBI Intesa Sanpaolo Group (including UBI Banca Group)
Third Sector Network
2018 2019 2020 2020 2021
Customers [No.]
64,664 65,787 88,039 112,778 102,023
Customers with loans [No.]
11,394 11,993 14,642 18,017 16,781
Loans [K euro]
1,899,200 2,098,952 2,299,908 3,000,699 2,801,640
Direct funding [K euro]
3,687,631 4,108,541 5,502,362 6,748,773 6,916,666
Indirect funding [K euro]
1,611,907 1,707,867 1,822,228 3,106,736 2,127,330
Sustainable investments

The Group confirmed its leadership in sustainable investments. Specifically, Eurizon offers 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 SFDR, with around ~110 billion euro of assets representing around 46% of the total assets of the Funds managed. Fideuram offers 8 funds classified according to Articles 8 and 9 of the SFDR with a total of 2.6 billion euro of assets (around 3% of the total assets of the funds managed).

 

Intesa Sanpaolo Group (including UBI Banca Group)
 
Eurizon SGR: Funds pursuant to SFDR*
2021
Funds pursuant to arts. 8 and 9 [No.]
172
Funds pursuant to arts. 8 and 9: assets [billion euro]
110.6
Percentage of Funds pursuant to SFDR arts. 8 and 9 compared to the total assets of the Funds managed [%]
46

*Sustainable Finance Disclosure Regulation.

Intesa Sanpaolo Group (excluding UBI Banca Group)
Intesa Sanpaolo Group (including UBI Banca Group)
Eurizon SGR: engagement initiatives
2019 2020 2021
Companies comprising the portfolios [No.]* 1,420 1,429 1,646
Companies for which engagement initiatives have been carried out [No.] 515 573 644
Companies for which ESG engagement initiatives have been carried [No.] 77 172 240
Companies included in the portfolios subject to ESG engagement [%] 5.4 12.0 14.6
Companies for which ESG engagement activities were carried out on the total of the companies subject to engagement [%] 15.0 30.0 37.3

* The overall number reported refers to issuers of equity in Italian funds.

Intesa Sanpaolo Group (including UBI Banca Group)
Fideuram: Funds pursuant to SFDR*
2021
Funds pursuant to arts. 8 and 9 [No.]
8
Funds pursuant to arts. 8 and 9: assets [billion euro]
2.6
Percentage of Funds pursuant to SFDR arts. 8 and 9 compared to the total assets of the Funds managed [%]
3

*Sustainable Finance Disclosure Regulation. 

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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