Society CUSTOMERS CUSTOMER COMPOSITION. Retail customers by age bracket [% - years] Italy. Abroad. Group

Transcription

1 Society CUSTOMERS CUSTOMER COMPOSITION Retail customers by age bracket [% - years] Italy Abroad 14.4% (33-42 years) 19.3% (43-52 years) 21.0% (33-42 years) 18.1% (43-52 years) 24.8% (53-67 years) 24.6% (53-67 years) 18.0% (0-32 years) 22.1% (0-32 years) 23.5% (>67 years) 14.2% (>67 years) Group 18.8% (43-52 years) 17.0% (33-42 years) 24.7% (53-67 years) 19.6% (0-32 years) 19.9% (>67 years) Retail customers by years of relationship with the bank [years - %] 0-1 years 2-4 years 5-7 years 8-10 years 7.9% 7.5% 7.7% 10.8% 14.9% 12.3% 10.6% 13.5% 11.7% 9.8% 14.3% 11.5% Italy Abroad Group Average in Italy: 16 years Average abroad: 11 years Average for the Group: 14 years years 28.5% 36.0% 31.3% > 20 years 13.8% 25.5% 32.4% 135

2 FS13 Market share per region of branches in Italy Up to 10% From > 10% to 15% From > 15% to 20% > 20% Last updated: September 2017 Presence in Italian regions with a low population density* Branches Atm Branches Atm Branches Atm Valle d'aosta Basilicata Sardegna Molise Trentino Alto Adige * Source: ISTAT 2017 Yearbook, resident population at 31/12/2016 and relative area data. Regions considered have less than 100 inhabitants per square kilometre. Intesa Sanpaolo Group banks abroad* Branches Atm Branches Atm Branches Atm Albania Croatia Romania Serbia Slovakia Slovenia** Ukraine** Hungary Egypt Russian Federation * The breakdown by country is carried out on the basis of the head office of the Parent Company for the international banking groups (PBZ in Croatia, VÚB Banka in Slovakia and CIB Bank in Hungary). ** In 2015 the Ukrainian subsidiary bank (Pravex) was not part of the reporting scope. Since 2017 the Slovenian subsidiary bank (Intesa Sanpaolo Bank), which has 52 branches and 100 ATMs, has been merged into the PBZ Group (Croatia). 136

3 LOANS Loans to customers by business area 11% Industrial credit, Leasing, Factoring 13% Repos, Capital markets and Financial Institutions 13% Global Corporate 14% SMEs 11% International Network 6% Consumer Finance 7% Real Estate and Construction 4% Other 21% Residential Mortgages Loans to customers by economic business sector Breakdown by economic business sector Loans of the Italian banks and companies of the Group Households 25.5% 24.0% 26.3% Public Administration 3.0% 4.2% 5.4% Financial Companies 9.5% 7.9% 5.3% Non-Financial Companies of which: 33.8% 33.5% 40.8% Services 5.8% 5.8% 6.3% Distribution 5.7% 5.3% 6.1% Real Estate 3.7% 4.1% 5.4% Utilities 2.9% 2.0% 3.3% Construction 2.2% 2.4% 3.7% Metals and metal products 1.9% 1.8% 2.4% Agriculture 1.6% 1.6% 1.8% Food and drink 1.4% 1.4% 1.4% Transport 1.4% 1.6% 2.1% Mechanical 1.0% 1.1% 1.2% Intermediate industrial products 1.0% 1.0% 1.2% Fashion 0.9% 0.9% 1.0% Electrotechnical and electronic 0.6% 0.6% 0.6% Transportation means 0.5% 0.6% 0.5% Holding and other 0.5% 0.6% 0.6% Energy and extraction 0.4% 0.5% 0.5% Base and intermediate chemicals 0.4% 0.4% 0.4% Infrastructure 0.3% 0.4% 0.5% Material for construction 0.3% 0.3% 0.4% Publishing and printing 0.3% 0.4% 0.4% Furniture 0.2% 0.2% 0.2% Pharmaceutical 0.2% 0.2% 0.2% Other consumption goods 0.2% 0.2% 0.2% Non-classified units 0.1% 0.1% 0.0% Mass consumption goods 0.1% 0.1% 0.1% White goods 0.1% 0.1% 0.1% Rest of the word 11.6% 12.9% 8.9% Loans of international banks and companies of the Group 10.0% 9.2% 9.0% Non-performing loans 6.2% 8.2% 4.3% TOTAL 100.0% 100.0% 100.0% Note: figures may not add up exactly due to rounding differences. 137

4 412-3 OPERATIONS SUBJECT TO EQUATOR PRINCIPLES SCREENING Project Finance* Category A Category B Category C Total Sector Oil and gas Mining Energy Infrastructure Other Region Americas Europe, Middle East and Africa (EMEA) Asia and Oceania Type of country** Designated Not designated Independent audit Yes No Business Loans Associated With Projects* Category A Category B Category C Total Sector Oil and gas Energy Region Europe, Middle East and Africa (EMEA) Type of country** Designated Not designated Independent audit Yes No * The tables refer to the number of projects with financial closure in ** 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. Projects closed during the year* Projects* Economic Value [m euro] , ,040 1, ,697 * Projects which reached financial closure in

5 102-48; FS7 Indicators SOCIAL IMPACT LOANS * Type [K euro] Micro-finance 29,905 34,886 64,791 35,708 38,328 74,036 12,104 46,523 58,627 Anti-usury loans 2,190-2,190 1,884-1,884 2,086-2,086 Loans to the Third sector** 334, , , , , ,630 Products for vulnerable social groups 3,415, ,924 3,986,636 3,214, ,276 3,743,091 2,065, ,321 2,470,912 Support for people hit by disastrous events 133, ,168 2, ,500-5,500 Total 3,915, ,810 4,521,693 3,510, ,604 4,076,839 2,306, ,844 2,758,755 * The composition of these loans has been reviewed in order to improve the focus on people in vulnerable conditions. ** It includes medium/long term loans provided by Banca Prossima and by Banks in Italy. In 2017, loans with high social impact represented a total of 7.3% of the total new loans granted by the Group. RELATIONS WITH THE THIRD SECTOR Banca Prossima Customers [No.] 61,837 58,376 55,132 Customers with loans [No.] 10,847 10,217 9,278 Loans [K euro] 1,796,311 1,680,733 1,595,065 Direct funding [K euro] 3,479,901 3,142,941 2,670,814 Indirect funding [K euro] 2,510,316 4,525,536 4,256,860 SOCIALLY RESPONSIBLE INVESTMENTS Eurizon SGR: Ethical Funds and ESG Ethical funds and ESG: assets [K euro] 3,965, , ,000 Ethical funds: assets [K euro] 1,096, , ,000 International ethical equity assets [K euro] 109, , ,100 Ethical bonds assets [K euro] 480, , ,800 Diversified ethical assets [K euro] 506, , ,100 ESG funds*: assets [K euro] 2,868, ESG target 40 Fund (retail customers): assets [K euro]* 121, Sustainable Global Equity R Fund (professional customers): assets [K euro]* 3, Sustainable Global Equity Z Fund (professional customers): assets [K euro]* 285, Flexible Equity Fund: assets [K euro]* 2,457, Ethical International equity return [%] Ethical bond return [%] Ethical diversified return [%] ESG target 40 Fund (retail customers) return [%]* n/a - - Sustainable Global Equity R Fund (professional customers): return [%]* n/a - - Sustainable Global Equity Z Fund (professional customers): return [%]* n/a - - Flexible Equity Fund return [%]* Percentage of ethical and ESG funds in relation to total fund assets registered in Italy [%] Total fund assets managed using ESG criteria for third parties (requested by Institutional investors) [K euro] ,389, , ,000 *Funds offered to the public starting from

6 FS10; FS11 Eurizon SGR: share ownership* Companies comprising the portfolios** 1,552 1,437 Companies for which engagement initiatives have been carried out Companies for which ESG engagement initiatives have been carried out % of the no. of companies included in the portfolios subject to ESG engagement * Data available since The performance of the funds is gross. The Eurizon Ethical Funds have been established under Italian law. Eurizon Azionario Internazionale Etico: over the year, the performance of the Fund was positive and slightly above the benchmark. The currency and shares components of the investment portfolio were kept in line with the impact recorded in the reference basket. As regards the sector, a pro-cyclical positioning was chosen, with more focus on technological, financial and raw materials securities, and less on typically defensive sectors, such as pharmaceuticals. Eurizon Obbligazionario Etico: over the year, the performance of the Fund was positive, including with regard to the benchmark. The main positive contributions came from the constructive position of spread markets, the extra focus on the US dollar in the first part of the year, careful geographical allocation and the lower focus on duration, which was considerably accentuated during the second part of the year. Eurizon Diversificato Etico: over the year, the performance of the Fund was marginally positive, in line with that on the reference markets. Equity exposure remained close to neutral with regard to the benchmark, with a pro-cyclical sectoral and geographical exposure. Over the year, there was less focus on duration, with a concentration on the long-term maturities of German and American curves. In terms of currency, investments at the start of the year were chiefly in the US dollar; this extra focus was financed by a lower focus on the Euro, Australian dollar and Renmimbi. ESG target 40: over the year, the performance of the Fund was slightly positive. There was a positive contribution from the trends on the reference share markets and the selection of securities with solid fundamentals and high ESG scores. The portfolio components invested in the capital market and liquidity had a negative impact on performance. Sustainable Global Equity: over the year, the performance of the Fund was positive and exceeded the benchmark. In comparison with the reference parameter, there was a positive contribution from the selection of securities with solid fundamentals and high ESG scores. Eurizon Flessibile Azionario: over the year, the performance of the Funds was positive. There was a positive contribution from the trends on the reference share markets and the selection of securities with solid fundamentals and high ESG scores. There was a negative impact from the portfolio components invested in the money markets and liquidity. **The overall number shown refers to the equity issuers held in funds established under Italian law. Fideuram ethical funds Ethical funds: assets [K euro] 51,640 39,041 32,355 Fonditalia Ethical Investment Class R assets [K euro] 30,165 28,895 28,470 Fonditalia Ethical Investment Class T assets [K euro] 21,475 10,146 3,885 Fonditalia Ethical Investment Class R return [%] Fonditalia Ethical Investment Class T return [%] Total assets in funds managed directly by Fideuram and by independent organisations* [K euro] 56,653,000 48,263,000 48,759,000 The performance of the Funds is gross. The Fideuram Ethical Funds have been established under Luxembourg law. The performance of the Ethical Funds benefited, in 2017, from defensive management of the bond component, whose average financial duration was kept generally within three years. The share component benefited, above all during the final part of the year, from the greater intensity of the upward movement on the market. However, global equity investment was adversely affected by currency exposure. * The term indipendent organisations means asset management companies other than those that belong to the Fideuram Group (Fideuram Investimenti and Fideuram Asset Management Ireland) which establish mutual funds which are then placed with customers. MULTI-CHANNEL Distribution channels and automation of operations: Italy Multi-channel contracts (stock)* 7,515,941 6,929,604 6,322,350 Multi-channel contracts (stock)/no of customers Bank transfers automation [%] Securities automation [%] Remote Banking: active contracts at date 164, , ,719 Remote Banking: orders 134,771, ,451, ,950,

7 Distribution channels: Abroad No. of multi-channel contracts (stock) 2017 No. of multi-channel contracts (stock)/no. of customers Albania 13,082 7 Croatia 516, Romania 12, Serbia 647, Slovakia 694, Ukraine 74, Hungary 305, Russian Federation 43, The breakdown by country is based on the parent company head office for international subsidiaries (PBZ in Croatia, VÚB Banka in Slovakia e CIB Bank in Hungary). IT SECURITY Training Participants 28,846 7,194 36,040 1,289 8,010 9, ,048 9,977 Hours of training provided (classroom + remote learning) 6,716 10,510 17,226 2,538 15,512 18, ,628 21,739 CUSTOMER EXPERIENCE* NPS performance by type of customer Retail Personal SME In 2015, the Net Promoter Scores were not recorded. * recorded from customers in the Banca dei Territori Division. CLAIMS, COMPLAINTS AND APPEALS Type Loans 27,215 5,559 32,774 33,262 6,302 39,564 26,624 14,507 41,131 Payment systems 7,247 20,452 27,699 7,389 19,793 27,182 7,464 17,173 24,637 Organisational issues, Internet site, other 8,457 8,269 16,726 6,285 7,722 14,007 6,904 12,298 19,202 Insurance products 5, ,935 5, ,498 4, ,050 Current accounts, deposits and securities dossier 3,315 5,510 8,825 2,360 5,619 7,979 2,414 5,705 8,119 Investments 1, ,174 1, ,066 1, ,026 Total 53,707 40,426 94,133 56,558 39,738 96,296 50,106 50, ,165 With regard to customer requests in the area of the protection of personal data in Italy, 101 reports of presumed violations of the Privacy Code were received in 2017 (155 in 2016) together with 8 appeals from the Italian Data Protection Authority. 141