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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 strong digital solutions. With regard solely to the stand-alone ISP Group (excluding UBI), in 2020 the number of multichannel customers rose by 1.1 million and around 6.5 million customers use the Group’s apps. Moreover, it is worth highlighting the sharp increase in the sales of products on digital channels, equal to over 2 million in 2020 (+182% compared to 2019). Multichannel customers and digital sales also increased due to the particular context linked to the COVID-19 emergency.

 

  Intesa Sanpaolo Group (excluding UBI Banca Group)
ISP+UBI
Distribution channels and automation of operations: Italy
2018 2019 2020 2020
Multi-channel contracts (stock)*
8,329,884 9,171,390 10,304,258 12,385,916
Multi-channel contracts (stock)/no. of customers*
70.9% 78.4% 87.7% 85.1%
Bank transfers automation [%]
88.3 90.2 93.7 93.1
Securities automation [%]
67.5 66.4 85..1 84.2
Remote Banking: active contracts at date
239,358 211,645 198,876 511,151
Remote Banking: orders
127,248,285 139,179,355 127,246,358 149,404,348

* Monitoring of the 2018-2021 Business Plan is performed on customers of the Banca dei Territori Division.

Customer experience

The NPS* indicator is improved 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
For the Corporate segment, the indicator was affected in 2019 by the change in the service model (change of branch and/or manager) and improved significantly as a result of the full application of the new model.

  Intesa Sanpaolo Group (excluding UBI Banca Group)
Net Promoter Score (NPS) performance by type of customer* 2018 2019 2020
Retail 16 20 21
Exclusive 3 7 15
SME 20 11 22
Third Sector - - 25

*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.

 

Social impact loans and relations with the Third Sector
      Intesa Sanpaolo Group (excluding UBI Banca Group) ISP+UBI*
Loans granted for social purposes [K euro]**
2018 2019   2020 2020
ITALY ABROAD GROUP ITALY ABROAD GROUP ITALY ABROAD GROUP GROUP
Micro-finance
25,199 45,535 70,733 16,167 57,699 73,866 6,027 77,898
83,925
83,925
Anti-usury loans 1,680 - 1,680 1,480 0 1,480 1,305 0 1,305 7,130
Loans to the Third Sector
 252,375 - 252,375 205,370 0 205,370 470,698 0 470,698 522,335
Products for vulnerable social groups
3,637,664 295,362 3,933,026 3,178,120 253,693 3,431,814 4,280,170 267,240 4,547,410 4,890,282
Support for people hit by disastrous events
197,090 - 197,090 136,907 0 136,907 32,071,647 0 32,071,647 34,778,449
Total 4,114,008 340,897 4,454,904 3,538,044 311,392 3,849,437 36,829,847 345,138 37,174,985 40,282,120

* The 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 Third Sector and by Banks in Italy. In 2020 high social impact loans represented 42.5% of all loans granted by the ISP Group (vs. 6.6% in 2019). There has been strong growth in the high social impact loans segment as in 2020 these also included the loans issued to support families and businesses during the COVID-19 emergency. In particular, in 2020 the ISP Group finalised about 32 billion euro of such loans, almost 30 billion euro of which as part of the “Liquidity Decree”.

 

 

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

The ISP Group confirmed itself as a leader in sustainable investments in Italy with an overall market share of 22.8% (30.4% including UBI Banca). In addition, in 2020 the Group’s net inflows rose significantly, amounting to 8.4 billion euro (over 9 billion euro in 2020 considering UBI Banca), compared to ~2 billion in 2019.  The amount of assets under management in the area of ethical funds amounted to over 2.2 billion euro in 2020.

 

Intesa Sanpaolo Group (excluding UBI Banca Group)
Eurizon SGR: Ethical and ESG Funds [K euro]
2018 2019 2020
Ethical and ESG Funds: assets
5,619,618 8,225,273 17,726,643
Ethical Funds: assets
1,152,199 1,621,718 2,224,051
ESG funds: assets
4,467,419 6,603,555 15,502,592
Percentage of ethical and ESG funds (under Italian law and delegated) with respect to the total assets of Italian law funds [%]
8.3 12.0 28.4
Total fund assets managed with ESG criteria for third parties (mandates of institutional operators) [k euro]
2,570,553
3,522,898
3,422,046

The Eurizon Ethical Funds are under Italian law.

Intesa Sanpaolo Group (excluding UBI Banca Group)
Fideuram Ethical and ESG Funds [K euro]
2018 2019 2020
Ethical and ESG Funds: assets
115,420 224,803 707,587
Ethical Funds: assets
47,909 57,624 74,207
ESG funds: assets
67,511 167,169 633,380
Total fund assets managed by Fideuram directly and on behalf of third parties [k euro]
55,418,000 61,092,911 62,758,589

The Fideuram Ethical Funds are governed by Luxembourg law.

 UBI Banca Group
Pramerica SGR: Ethical and SICAV Funds 
2020
Ethical/ESG Funds and SICAV SRI/ESG: assets
6,166,528
Ethical/ESG Funds: assets
291,248
SICAV SRI/ESG: assets
5,875,279
Percentage of Ethical/ESG funds and SICAV SRI/ESG with respect to the total assets of managed funds and SICAV [%]
16.7%

 

Documents
Consolidated Non-financial Statement 2020:  
Customers

Customer indicators - pdf

Customer indicators - excel
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