• Climate survey involving Professional Areas, Middle Managers in Italy, Management Staff, International Banks (all professional categories)
• 1 focus group with Area Managers

• The Group's reputation, brand value and external sources' and customers' perception of the Bank
• Occupational health and safety
• Responsible sales and transparency and clarity in customer communications
• Quality products and services, expertise and professionalism in relations with customers and the Bank, innovation and an integrated multichannel approach
• Employee empowerment and professional training and development
• Quality of life at the company: welfare and work/life balance
• Diversity management and inclusion
• International Banks' implementation of the principles and values of the Code of Ethics  

• 1 focus group

• Web-focus on the Intesa Sanpaolo Code of Ethics

• Net Promoter Score (NPS): 50,000 corporate customers involved
• Companies Benchmark: 8,000 telephone interviews of Companies operating throughout Italy

• Analysis of main promotion and detraction issues, their significance and impact on the NPS
• Identification of Intesa Sanpaolo's competitive positioning, in terms of the NPS and corporate customer satisfaction in areas where the Bank operates
• Quality and innovation of services for corporate

• Net Promoter Score (NPS): 3.9 m retail customers and retail companies involved
• Customer experience registered at main touchpoints (around 20) used by customers to interact with the Bank: approximately 2 m retail and personal customers and retail companies involved 
• Internal customer experience registered from nearly 40,000 colleagues
• Needs analysed through surveys involving the Bank's customers and prospects
• Involvement in themed observatories
• Mystery shopping surveys at 480 retail and personal branches and 475 mystery shopping surveys for the online branch

• Analysis of main promotion and detraction issues, their significance and impact on the NPS
• Surveys of customer experience through all channels of interaction with the Bank
• Empowering customer experience by analysing customer perception in order to improve products and services
• Customer service quality and innovation: quality of products, customer relations and the digital experience
• Empowering customer experience by analysing customer perception in terms of product and service use, simplicity and efficiency
• Identifying customer segment needs that have not been met
• Identifying consumer trends
• Physical and online branch data, to evaluate and improve service quality

Customer satisfaction survey:

• 8 focus groups and 5 interviews 
• 2,000 telephone interviews

• Analysis of Third sector customer satisfaction and experience and identification of satisfaction drivers, with a view to improving services

Two multi-stakeholder forums:

• Banca dei Territori Lombardy Department: 21 participants
• Banca dei Territori Campania, Basilicata, Calabria and Puglia Department: 26 participants

• Adoption of credit rating systems that include social and environmental sustainability factors
• Support for businesses, and in particular consolidating the competitive edge of companies in order to promote innovation, the arrival of new generations and development of a new business spirit, growth and internationalisation, and the creation of networks and business combinations
• An integrated multichannel approach and innovative services to help businesses network
• Products and services to encourage business and low environmental impact solutions

• 2 online surveys involving a total of 669 large corporate customers

• Monitoring cash counting, deposit and procurement services
• Monitoring acquiring services*
• Retail customers: surveying customer satisfaction at 5 banks
• SMEs and large corporate customers: analysing customer satisfaction at CIB Bank and Banca Intesa Beograd

Telephone interviews:

• Retail customers: 1,600 customers
• SMEs and large corporate customers: 1,500 customers

• Interview with the Small Shareholders' Association – E.di.Va

• Protecting the Group’s capital strength and profitability 
• Business risk management 
• Financial inclusion

• Roadshow with investors on ESG issues

• Protecting the Group’s capital strength and profitability 
• Business risk management 
• Responsible sales practices 
• Personnel management and development issues 
• Integrity and rigour in corporate conduct 
• Service quality and customer satisfaction in engagement and interaction with the Bank 
• Climate change