Retail banking. Section 4.2
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1 Retail banking Section 4.2
2 Retail banking: CheBanca! profile CheBanca! KPIs Strong funding arm: 13.3bn direct deposits plus 1bn indirect deposits Best Italian online bank in 2012* Scalable and efficient operating platform Multichannel distribution Increasing and affluent customer base (520,000) Product diversification and profitability improving CheBanca! customers and products ( 000) June 09 June 10 June 11 June 12 June 13 Customers Product sold Product sold by channel (June 13) Product breakdown (June 13) Other 2% Web 31% Current account 18% Mortgage 6% Pocket account 20% Phone 19% Credit Cards 6% CheBanca! Branches 48% 89 Deposit 47% Securities account & other 3% * Best Italian on-line bank in 2012 according to Istituto tedesco qualità finanza for Corriere Economia, May 2013 Customer Satisfaction
3 CheBanca!: our strengths Multichannel-digital innovative proposition Strong brand to be fully leveraged Competitive & transparent pricing MB Specialized operator (CheBanca!) Deposit gatherer Customer-centred service Affluent, satisfied customer base 90
4 New trends in retail banking Online banking usage Percentage 1, 2011 or latest available Self - first 3-5 yrs Norway I Netherlands Finland Sweden Denmark India China IV Bricks & mortar Mexico Turkey Argentina yrs Romania Brazil Colombia Serbia Russia Bulgaria Macedonia South Korea III Portugal Italy 7-10 yrs Online adaptors Greece Multi - channel II Slovenia Poland Hungary Middle East Canada United States Spain Australia Ireland Japan Czech Republic Luxembourg Belgium France Germany United Kingdom Austria Switzerland Internet usage Percentage 1, 2011 or latest available 1) Percentage of individuals that used the internet / online banking at least once in the past three months Source: McKinsey analysis based on Eurostat; national statistics 91
5 Multichannel approach, increasing over time CheBanca! channels usage over time Only Web 33% 11% 18% 31% 35% 47% Direct Channel 21% 50% 22% 20% 22% Multi Channel 32% 36% 30% 21% Only Branches 14% 21% 12% 15% 10% Actual average First year (opening account) Second year Third year Fourth year and beyond Direct Channel = Web + Call centre Multy Channel = Web + Call centre + Low branch interaction 92
6 Customer base (500K): smart, affluent and Clients using new technology Deposit distribution (%) Deposit /Client ( K) % 7% % 39% % 54% 21 On social network Smartphone / Tablet owner Browse on Internet CheBanca! Avg It Banks CheBanca! Avg It Banks National banks CB! clients > 150k 30 to 150K > 30k CheBanca! avg deposit balance: 37K ( 21K avg for Italian banks) Great opportunity for cross-selling advisory services and investments 93
7 satisfied Customer Satisfaction Index (CSI) and Net Promoter Score (NPS)* CSI ,3 77,7 NPS Average figures; scale CheBanca! recently voted the Best Online Bank for Customer Satisfaction, among 6 online banks operating in Italy Source: CFK Eurisko -. Summer 2013 *NPS index signals the % of customers willing to promote the bank s services to 94 third parties.
8 Strong deposit gatherer, cost of funding reducing CheBanca! total deposits trend 14.3 Pricing for 12m tied deposits: CheBanca! and peers (%) ,8 2.2 June11 June12 June13 Dec13 12m tied deposits Other deposits Current accounts (*) Indirect deposits 4Q12 1Q13 2Q13 3Q13 4Q13 CheBanca! Price leader** 14bn total deposits, 13.3bn direct and 1bn AUA ( 0.6bn represented by MB bond placed to CheBanca! clients) Switch from direct to indirect deposits started *Including conto tascabile and cash to be invested in securities accounts ** Out of a peer group made up of: Fineco, ING, IWBank, Webank, Mediolanum, Rendimax, Barclays 95
9 Strategy: to be the leading digitally omni-channel Italian bank 1 Leverage on retail industry new trends 2 Growing digital omni-channel banking customers 3 Complete products and service offering 4 Increase efficiency 5 Exploit group synergies 96
10 Targets CheBanca! 2016 Targets Grow and remix total assets Total up to 14bn, CAGR +5% Deposits: from 12bn to 10bn AUM: from 1bn to 4bn Cost efficiency Profitable by Y3 (2016) 97
11 Retail banking Key figures m 12M June 13 12M June 12 12M June 11 Total income Net interest income Fee income Total costs (145) (169) (185) Loan provisions (25) (20) (21) Net result (28) (43) (39) LLPs/Ls (bps) Total deposits ( bn) of which direct ( bn) Loans ( bn) RWAs ( bn) Products sold ( 000) Customers ( 000)
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