Customers | Sustainability Report 2016

Retail customers by age bracket

Retail customers by years with the bank

Accessibility and distribution channels: Italy	2016	2015	2014
No. of multi-channel contracts (stock)^*	6,929,604	6,322,350	5,708,303
No. of multi-channel contracts (stock)/no of customers	59.4	54.7	49.1
Bank transfers automation percentage	86.2	84.2	81.7
Total bank transfers carried out	51,656,448	45,582,596	33,127,135
Securities automation percentage	78.8	73.6	71.1
Total security trading	8,791,516	10,209,665	10,661,303
Remote Banking: number of active contracts at	157,667	159,719	163,609
Remote Banking: number of orders	126,451,505	142,950,382	162,167,961

^* Monitoring of the 2014-2017 Business Plan was carried out for Banca dei Territori Division customers (6.4 million multi-channel contracts at the end of 2016. This does not include customers of Fideuram Intesa Sanpaolo Private Banking, that total around 530 thousand).

Presence in Italian regions with a low population density^*	2016		2015		2014
Presence in Italian regions with a low population density^*	Branches	ATM	Branches	ATM	Branches	ATM
Valle d'Aosta	23	46	23	47	26	45
Basilicata	24	36	24	30	23	25
Sardinia	87	152	88	153	92	140
Molise	15	23	16	24	16	23
Trentino Alto Adige	60	72	60	82	71	88

^* Source: ISTAT 2016 Yearbook, resident population at 31/12/2015 and relative area data. Regions considered have less than 100 inhabitants per square kilometre.

Presence of Intesa Sanpaolo Group banks abroad^*	2016		2015		2014
Presence of Intesa Sanpaolo Group banks abroad^*	Branches	ATM	Branches	ATM	Branches	ATM
Albania	32	49	32	49	32	52
Croatia	248	818	250	870	197	678
Romania	45	55	45	59	71	84
Serbia	166	267	170	260	177	258
Slovakia	234	575	231	572	234	572
Slovenia	52	98	52	98	52	97
Hungary	82	142	83	142	95	156
Egypt	172	348	170	332	170	294
Ukraine	190	216	0	0	0	0
Russian Federation	36	49	50	52	61	59

^* The breakdown by country is based on the parent company head office for international subsidiaries (PBZ in Croatia, VUB Banka in Slovakia and CIB Bank in Hungary).

Loans to customer by type

Loans by industrial sector: Italy

Amounts due to customer by type

Fideuram ethical funds	2016	2015	2014
Ethical funds: assets [K euro]	39,041	32,355	24,869
Fonditalia Ethical Investment Class R assets [K euro]	28,895	28,470	23,784
Fonditalia Ethical Investment Class R return [%]	2.3	0.8	4.4
Fonditalia Ethical Investment Class T assets [K euro]	10,146	3,885	1,085
Fonditalia Ethical Investment Class T return [%]	2.3	0.4	4.1
Total assets in funds managed by Fideuram and by independent organisations [K euro]	48,263,000	48,759,000	51,742,000

Fund returns are gross. Fideuram ethical funds are registered in Luxembourg.

Intesa Sanpaolo Group pension fund (FAPA)	2016	2015	2014
No. of companies comprising the pension fund portfolio	609	459	519
No. of engagement initiatives for the pension fund portfolio	6	9	12
% of FAPA portfolio covered by engagement out of the total pension fund portfolio value	0,8	6	6,25
% of FAPA portfolio covered by engagement out of the total companies in the pension fund portfolio	0,5	2	2,3

Eurizon Ethical Funds	2016	2015	2014
Ethical funds: assets [K euro]	901,491	823,000	643,473
International ethical equity [K euro]	100,155	105,100	88,783
Ethical bonds [K euro]	437,862	401,800	420,844
Diversified ethical assets [K euro]	363,474	316,100	133,847
International equity return [%]	1.9	13.7	20.6
Ethical bond return [%]	3.7	1.2	9.9
Ethical diversified return [%]	2.1	2.9	5.7
Percentage of ethical funds in relation to total fund assets registered in Italy [%]	1.3	1.4	1.2
Total fund assets managed using ESG criteria for third parties [K euro]	866,000	787,000	703,000

Fund returns are gross. Eurizon ethical funds are registered in Italy.

Eurizon Ethical Bonds: the fund's overall performance in the year was positive and above the benchmark. Main contributions to results are due to tactical positioning on markets with bond spreads, and dollar overweight and duration underweight positions in the final part of the year.

Eurizon Ethical Diversified Fund: the fund's overall performance in the year was positive and above the benchmark. Main contributions to results are due to tactical positioning on markets with spreads, and a dollar overweight position, and a duration underweight position in the second part of the year. Negative impact was instead due to equity overweight and duration underweight positions at the start of the year.

Ethical international equity: the fund recorded a positive performance in 2016, but below the benchmark. Compared to the reference benchmark, equity overweight during the first part of the year and some choices of security, particularly among European and US capital, had a negative impact.

Claims, complaints and appeals	2016			2015
Claims, complaints and appeals	Italy	Abroad	Group	Italy	Abroad	Group
Loans	33,262	6,302	39,564	26,624	14,507	41,131
Payment systems	7,389	19,793	27,182	7,464	17,173	24,637
Organisational issues, Internet site, other	6,285	7,722	14,007	6,904	12,298	19,202
Insurance products	5,316	182	5,498	4,894	156	5,050
Current accounts, deposits and securities dossier	2,360	5,619	7,979	2,414	5,705	8,119
Investments	1,946	120	2,066	1,806	220	2,026
Total	56,558	39,738	96,296	50,106	50,059	100,165

As concerns requests from customers concerning personal data protection in Italy, 155 complaints were received in 2016 concerning alleged infringements of the Data Protection Act (198 complaints were made in 2015) and 7 appeals were received from the Data Protection Authority.

Since the 2015 Sustainability Report, Intesa Sanpaolo discloses data on claims, complaints and appeals, for a greater consistency in presenting data, according to provisions of the Bank of Italy on transparency. For this reason, data are not comparable with the 2014 edition that referred to ABI guidelines.

PROJECT FINANCE^*

	Total Category A	Total Category B	Total Category C
	4	6	1
Sector	Category A	Category B	Category C
Oil and gas	4	1
Mining
Energy		3	1
Infrastructure		2
Other
Region	Category A	Category B	Category C
Americas	3	1
Europe, Middle East and Africa (EMEA)	1	3	1
Asia and Oceania		2
Type of country^**	Category A	Category B	Category C
Designated	1	6	1
Not designated	3
Independent audit	Category A	Category B	Category C
Yes	4	5	1
No		1

BUSINESS LOANS ASSOCIATED WITH PROJECTS^*

	Total Category A	Total Category B	Total Category C
	2	1	0
Sector	Category A	Category B	Category C
Oil and gas	2
Infrastructure		1
Region	Category A	Category B	Category C
Europe, Middle East and Africa (EMEA)	2	1
Type of country^**	Category A	Category B	Category C
Designated
Not designated	2	1
Independent audit	Category A	Category B	Category C
Yes	1	1
No	1

^*The tables refer to the number of projects with financial closure in 2016.

^**Designated countries: countries considered as having solid environmental and social governance, legal systems and an institutional capacity conceived to protect the population and natural environment. The list of designated countries is available on the Equator Principles Internet site.