Financial inclusion and supporting production

Main targets and results

€290bn credit granted (2018-2021)

medium/long-term to the real economy, objective €250bn 2018-2021

€20.6bn loans

For initiatives with high social impact (26.6% total loans), objective support to vulnerable groups

€ 1.2bn credit to the Third Sector

and social businesses in 2018-2021 with a 2018-2021 target of €700m

Fund for Impact: per Merito

€71bn granted (~€162bn since the beginning of 2019)

Fund for Impact: Mamma@work

~€1m granted since the launch (July 2020)

Fund for Impact: XME StudioStation

~€0,5bn granted; ~€1,7bn granted since the launch (August 2020)

Financial inclusion: discover all the objectives and the results

Objectives and results: 2018-2021 Business Plan
2018-2021 Business Plan Targets
Description Achievement (data as at 31/12/2021, 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.

The NPS is increased compared to 2020 for Exclusive customers, is stable for Retail and Third Sector customers and is substantially stable for Businesses.

• Retail: 21 
• Businesses: 20 
• Exclusive: 19 
• Third Sector: 25 
• Agribusiness: 14

Medium/long-term credit granted to the real economy Disburse € 250bn (cumulative 2018-2021) Disbursed €290bn (cumulative 2018-2021)
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

In 2021 € 20.6bn disbursed, equal to 26.6% of total funding for high social impact initiatives (including € 14bn in support of the Covid-19 health emergency), of which:

• € 111.9m for micro-credit and anti-usury loans

• To deal with the COVID-19 emergency, from the beginning of the pandemic there are: € 115bn in suspension of mortgage payments and existing loans for families and businesses

Fund for Impact initiatives:

• "Per Merito", the first line of credit without collateral dedicated to university students residing in Italy, studying in Italy or abroad; ~€162m 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 (€ 1m paid out)

• XME StudioStation - loans to families to support distance learning, launched in August 2020 (€ 1.7 million disbursed)

•New Fund For Impact initiatives: “Per Esempio”, intended for volunteers from the Civil Service; “Per Crescere”, for parents with school-age children; "Per Avere Cura", intended for families with non self-sufficient people

2022-2025 Business Plan: objectives

25 billion euro cumulative flows of social lending in 2022-2025 

  • Lending to third sector: lending and dedicated services for non-profit organisations to promote territorial initiatives that benefit communities and the environment
  • Fund for Impact: direct support to individuals unable to access credit through traditional financial channels, with dedicated programs such as “MAMMA@WORK”, a highly subsidised loan to balance motherhood and work in their children’s early years of life, “Per Merito”, the first line of credit without collateral dedicated to university students, and XME StudioStation, loans to families to assist with distance learning
  • Lending for urban regeneration: dedicated program for urban regeneration with investments in hospitals, smart mobility, broadband networks, education and service and sustainable infrastructure
  • Lending to vulnerable and underserved individuals:
    • Direct support to vulnerable and underserved individuals
    • Support to families affected by natural disasters through subsidised loans
    • Partnerships to provide micro-credit to individuals or small companies in difficulty

Latest news

New impact projects: another step towards inclusion and access to credit

Intesa Sanpaolo strengthens its commitment to citizens who would find it difficult to access credit according to conventional criteria with three new initiatives implemented through the Fund for Impact.

Read more

Actions and insights on the challenges of education and financial inclusion and support for the economy

Documents and indicators

Documents relating to reporting about our customer's support are available below.

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:  

Customer indicators - pdf

Customer indicators - excel
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