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Commitment to financial inclusion and 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.

The interventions that Intesa Sanpaolo has launched in favor of businesses and households rise to 30 billion euro to support the higher costs associated with energy increases and daily spending. We thus confirm our role as a reference for the real economy, with particular attention to social needs. The huge resources that we are making available to the country are possible thanks to our solidity and the professionalism of our people. We are convinced that together we will be able to overcome difficulties.

Carlo Messina, CEO

Our Group, through the Fund for Impact, puts in place various credit measures to support the disbursement of loans at highly subsidized rates, and with long repayment times, to categories of customers not yet served with ordinary criteria.

Andrea Lecce, Head of Impact Direction

Social lending
    Intesa Sanpaolo Group (excluding UBI Banca Group) ISP+UBI* Intesa Sanpaolo Group 
Social lending: loans disbursed [K euro]** 2020 2020 2021 2022
ITALY ABROAD GROUP GROUP ITALY ABROAD GROUP ITALY ABROAD GROUP
Anti-usury loans   1,305 0 1,305 7,130 14,661 0 14,661 3,202 0 3,202
Loans to the Third Sector   470,976 0 470,976 522,613 466,387 0 466,387 338,724 0 338,724
Products for vulnerable social groups 4,280,170 267,240 4,547,410 4,890,282 5,499,202 292,955 5,792,157 7,618,587 98,638 7,717,225
Support for people hit by disastrous events 162,730 0 162,730 196,731 444,677 0 444,677 530,529 0 530,529
Other social loans   6,027 77,898 83,925 83,925 10,023 87,218 97,241 328,543 56,812 385,356
Total   4,921,207 345,138 5,266,345 5,700,681 6,434,950 380,173 6,815,123 8,819,585 155,451 8,975,035

Starting from 2022, the table incorporates some changes by virtue of the Rules for the classification of sustainable credit products and lending transactions approved by the Group during the year. Specifically: the category “Loans to the Third Sector” only includes loans disbursed by the Third Sector network; the category ‘‘Other social loans’’ includes subsidised loan disbursements.

* 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).
** Excluding loans linked to the COVID-19 emergency and lending for urban regeneration purposes.

Relations with the Third Sector
    Intesa Sanpaolo Group (excluding UBI Banca Group) ISP+UBI Intesa Sanpaolo Group 
Third Sector Network 2020 2020 2021 2022
Customers [No.] 88,039 112,778 102,023 102,029
Customers with loans [No.] 14,642 18,017 16,781 19,192
Loans [K euro] 2,299,908 3,000,699 2,801,640 2,852,000
Direct funding [K euro] 5,502,362 6,748,773 6,916,666 6,982,476
Indirect funding [K euro] 1,822,228 3,106,736 2,127,330 2,231,054



Customer experience

 

Net promoter score (NPS) performance by type of customer 2021 2022
Retail   21 22
Exclusive   19 16
Businesses   20 17
Third Sector   25 23
Agribusiness   14 17

Findings collected from Banca dei Territori customers. 

Documents
Consolidated Non-financial Statement 2022:
 
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
 
Documents
Consolidated Non-financial Statement 2022:  
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 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
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