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.
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: loans disbursed [million euro] | 2024 | 2025 | ||||
| Italy | Abroad | Group | Italy | Abroad | Group | |
| Anti-usury loans | 3.4 | 0.0 | 3.4 | 4.3 | 0.0 | 4.3 |
| Loans to the Third Sector | 271.1 | 0.0 | 271.1 | 344.7 | 0.0 | 344.7 |
| Products for vulnerable social groups | 3,725.0 | 440.0 | 4,165.0 | 4,045.0 | 718.1 | 4,763.0 |
| Other social loans | 9.6 | 34.0 | 43.7 | 22.2 | 55.5 | 77.7 |
| Total loans in the social sustainability field* | 4,009.2 | 474.0 | 4,483.2 | 4,416.2 | 773.5 | 5,189.7 |
| Support for people hit by disastrous events | 819.5 | 0.0 | 819.5 | 986.6 | 0.0 | 986.6 |
| Urban regeneration | 264.0 | 0.0 | 264.0 | 152.9 | 0.0 | 152.9 |
| Total social lending | 5,092.7 | 474.0 | 5,566.8 | 5,555.7 | 773.5 | 6,329.2 |
* Reporting follows the Rules for the classification of sustainable credit products and lending transactions approved by the Group at the end of 2022. The afore-mentioned Rules include transactions and products falling under the “social sustainability field". The Rules were updated at the end of 2025; reporting according to them will be available from 2026.
| Third Sector Network* | 2023 | 2024 | 2025 |
| Customers [No.] | 107,053 | 101,305 | 100,956 |
| Customers with loans [No.] | 16,226 | 14,037 | 18,858 |
| Loans [million euro] | 2,786.9 | 2,538.9 | 2,505.6 |
| Direct funding [million euro] | 6,651.9 | 6,526.0 | 6,279.7 |
| Indirect funding [million euro] | 2,348.9 | 2,475.0 | 2,610.2 |
* Stock figures.
| Net Promoter Score (NPS) performance by type of customer* | 2023 | 2024 | 2025 |
| Retail | 28 | 38 | 48 |
| Exclusive | 22 | 34 | 47 |
| Businesses | 22 | 24 | 30 |
| Third Sector | 31 | 33 | 34 |
| Agribusiness | 18 | 24 | 24 |
* Findings collected from Banca dei Territori customers.
Last updated 21 June 2022 at 10:57:53